LoanCare, LLC

2017-04-18

Midlothian, VA

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2017-04-17

UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage company will not take PMI ( private mortgage insurance ) off of my loan after I have met all the requirements.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-17

Viewfield, SD

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2017-04-16

Glen Burnie, MD

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2017-04-13

Lake Balboa, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: my mortgage company which is meant to be paying my property taxes has not paid XX/XX/XXXX and are late paying 1st installment of XX/XX/XXXX, they are showing an amount of {$5900.00} paid twice a year in the amount of {$2900.00} each payment, they only paid {$710.00} but they showed on my account they were releasing {$2900.00}, im now delinquent with the XX/XX/XXXX payment which is short {$2000.00} as i received bill for {$340.00} which i personally paid. I have been emailing and calling them since XX/XX/XXXX and i get no answer from them each time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-13

Arlington, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-04-13

Hampton, VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My mortgage loan was sold to LoanCare in XX/XX/XXXX. In XX/XX/XXXX, XXXX mailed me an escrow analysis statement indicating my payment was reduced by approx. {$200.00} effective XX/XX/XXXX. I mailed LoanCare the reduced payment for XX/XX/XXXX. Shortly afterwards, I started getting calls about my payment. I called LoanCare and explained that my payment was reduced. They stated they needed to update their information and to fax them a copy of the XXXX escrow analysis. I faxed the information and emailed customer service but I continued getting calls. I called 3 times and eventually spoke to a supervisor. He assured me that he 'd correct the issue and he 'd send me a letter regarding any negativity regarding my credit. He left me a voice mail saying the issue was resolved. I then made the XX/XX/XXXX payment but I paid the higher amount because they were taking too long to fix the problem. I then received a statement from LoanCare with the corrected payment due and I made the payment for XX/XX/XXXX. I mailed my payment as directed. I checked my credit score in XXXX and it dropped XXXX points. When I reviewed the reason, it indicated my payment to LoanCare was 30 days late for XX/XX/XXXX. I called LoanCare again and was told they would call me the following day because the supervisor I mentioned was not in the office. I did not receive a call back. Since then, I received from Loan Care another escrow analysis and it is now indicating that the payment has gone back up again. I reviewed it against my old XXXX escrow analysis statement and there is only a difference in the amount being applied to principal each month XXXX different interest rate? ) ; hence, there is less available to pay the taxes and insurance ( Both are the same amounts as in the previous year ). I have called, faxed, emailed, begged and pleaded for this matter to be resolved and for my credit score be corrected but they are not doing anything. This is ridiculous that I have had to spend hours on the phone and my score has dropped XXXX points. I have not done anything wrong but I am the victem of automated systems and customer service reps that cant help. What should I do next?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-13

Yuba City, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-04-12

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: URGENT! I want LoanCare to pay the HOA fees as agreed before I loose my home on XX/XX/XXXX due to a foreclosure sale. I received the following email on XX/XX/XXXX and I need clarification : Good Morning XXXX - The client has informed us that they will not be paying the outstanding HOA dues in the amount of $ XXXX on a $ XXXX loan. Also, the client is aware of the sale on XX/XX/XXXX, and are well aware that CA is not a super lien state. Thank you XXXX XXXX Mortgage Resolution Specialist- Default LC-Foreclosure Department LoanCare, XXXX O : XXXX F : XXXX XXXX : XXXXXXXXXXXX XXXX : www.myloancare.com A : XXXX , VA XXXX XXXX # XXXX I am NOT sure if there is a communication issue BUT I have sent the following emails as to my intentions last week and earlier today : XXXX Hello, Any updates on this matter? Also I explicitedly asked you all NOT to share my loan number and loan balance with the XXXX! Please let me know IF you will be paying the HOA fees. I mentioned several times that I will take care of the XXXX. I am only interested in the HOA fees being paid so this will stop the sale. However IF this is NOT feasible then I said to proceed with payment. I need your response before I loose my house. Thank you. XXXX XXXX XXXX XX/XX/XXXX Hello, Any updates on this matter? I was able to locate a statement from the XXXX XXXX HOA. The HOA stopped sending me statements years ago. I temporarily moved out of my townhome in XX/XX/XXXX and surprise I received 2 statements in the mail from the HOA a few weeks after I moved. One reflects a balance of {$6700.00} then a few days from that statement I received another statement reflecting {$20000.00}. The XXXX states I owe {$29000.00} in HOA fees through XX/XX/XXXX. The rest they are stating I owe to the XXXX : {$25000.00}. This is why I ask if you could please send a payment of the {$29000.00} to the XXXX XXXX HOA or even the {$31000.00} ( as per the Writ of Sale scheduled for XX/XX/XXXX )? XXXX XXXX Hopefully, LoanCare will be able to at least send me something in the mail that shows the HOA fees were paid in full and I will be able to appear on XX/XX/XXXX in the court to present that document to try to stop the sale? ******OR can you have some representatives from LOANCARE to be present at the sale on XX/XX/XXXX to issue this check to the HOA on that day to stop the sale of my townhome? ***** In summary I am asking for LoanCare to remit payment to the HOA ( XXXX XXXX ) in the amount of {$29000.00} or even in the amount of {$31000.00} ( per writ of sale ) to be on the safe side. Payment should be remitted to XXXX HOA c/o XXXX, CA XXXX. HOA ACCOUNT NUMBER : XXXX. Make check payable to XXXX XXXX. ( As I sent on XX/XX/XXXX in an attachment in an email to XXXX with Loan Care. Otherwise go ahead and proceed with the full payment of $ XXXX so the loan with stay in place and I wo n't become homeless next month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-12

Medford, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-04-11

Burlington, WI

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2017-04-10

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan transferred to Loan Care in XXXX. They boarded the loan incorrectly saying that I did not have a homestead exemption. They failed to notify me and failed to maintain my homestead exemption per RESPA requirements. I have now overpaid my taxes by over {$1000.00} since XXXX and they continue to raise my escrow payment. I had to go work with the XXXX County Central appraisal district on my own to the the exemption updated for XXXX and XXXX, however they would not do anything for me on XXXX and XXXX. I expect Loan Care to fund my escrow account for XXXX and XXXX for the amount I was overpaid due to their acquisition error and overpayment of taxes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-10

Alt De Torrimar, PR

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I bought my house with XXXX ( XX/XX/XXXX ) who sold the loan to XXXX. XXXX added {$7000.00} to escrow ( XX/XX/XXXX ) with the excuse of taxes. In the midst of adding this fee and raising my FHA loan payment, they sold to LoanCare on XX/XX/XXXX. I never signed a paper or got any documents besides a new address for payments. I started paying LoanCare my original house payment. LoanCare has not credited payments to the account and has put me in default. I received some of these money orders back through mail. They are mutilated and have filed a refund investigation with the US Postal Service. All the while, these people never pick up the phone and I have never received any other communication rather than a bill. Why pay by mail? They charge {$19.00} to pay online and {$15.00} if you do by phone. I never asked to be transferred to this company. They have my address all wrong and I do n't always get my mail. Sometimes they do send it right, some other times they miss the street number and house number. Thus this has resulted in receiving old mail from them three months later. I have paid my mortgage and they refuse to receive my payments. The whole thing is a nightmare. They even want to impose their insurance policy which is XXXX times higher than my insurance policy. I had to provide paperwork three times before they stopped sending me letters. As of right now, all I want is for them to accept my payments, clear their mess and end this mental angst. I worked so hard to put a roof under my children and these people have turned our dream into a nightmare. These kind of companies, like LoanCare and XXXX, need to end their fraudulent practices. Inventing taxes out of nowhere, charging excessively and damaging people 's credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-10

MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My home mortgage account was with XXXX Bank and it was sold to LoanCare XXXX. I recieved a notice from XXXX bank about a month and a half ago informing me of this. I have not received any correspondence at all from LoanCare XXXX. I am concerned after reading reviews about this new company that this is their common practice to trap people into paying unnecessary fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-09

Warrenton, VA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My auto payment per month to the LOANCARE company is {$1800.00} but in XX/XX/XXXX they charge me {$3600.00}. So I call them and they said they wo n't charge me in XX/XX/XXXX but they still charge me in XX/XX/XXXX that make me spend over budget and I have to pay the over drafting fee. But luckily I call my bank and they agree to give me back my over drafting fee because it is the first time. Then I receive an email from LOANCARE company saying that they wo n't charge me for XX/XX/XXXX. After reading that email, I left my guard down so I did n't print out that email and now it is no longer in my inbox. They charged me in XX/XX/XXXX that make my account went overbalance again then they gave it the money back but they did n't give me the over drafting fee. So I have to call my bank again and they agree to give the over drafting fee back to me. But on the XX/XX/XXXX, they charge me again and now I have to pay the over drafting fee because my bank wo n't give it back to me. So I call the LOANCARE customer again, they said I have to send them an email explaining what happened and they will give me a ticket number then I will wait for their call back for a solution. But they never call me back nor send me a reply email. I 'm still waiting for their response but now all I get is a letter saying that I have to pay a returned check fee to their LOANCARE company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-06

Base Line, CA

Loan servicing, payments, escrow account

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

Disputed: No Timely Response

2017-04-06

Homestead, FL

Loan modification,collection,foreclosure

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

Disputed: No Timely Response

2017-04-06

GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I used my lender 's online site this month to pay our monthly mortgage payment. I noticed that our payment had increased by {$120.00}. The increase was in our escrow. I had to call three times and still I do not have an answer that I understand or feel confident in. The first individual that tried to help me did nothing but babble and I soon discovered that she had no idea what she was telling me. I asked to speak with somebody else and she said, " I will be more than happy to help you with that '' and hung up. I had to call back, and maneuver through the labyrinth that is their automated system, and spoke with another individual who told me this was a mistake with the website and it would be corrected. I checked again later and the payment amount had not changed. I called back and was told that this was not a mistake, but the payment was increased because a check was sent to me in the prior month to cover that increase. I also found out I was sent two escrow refunds to us but I did not get it because the lender did not include my unit number on any correspondence ( which is ludicrous because THEY hold the mortgage to this unit ). The third individual said the increase was an accounting issue, updated my account, and assured me that our money would be resent to us. However, I still do not trust this and I really have little confidence in this lender. We have received no correspondence, phone calls, or emails from this lender regarding any issues with returned mail. In fact, they did not receive our renewed condo master insurance policy, and instead of contacting me by mail, email, or phone, they simply took a huge sum of money out of our escrow and sent me an email AFTER the fact. I was able to correct that issue, and the money was returned to our escrow. But these issues really make me question the competency of this lender and whether our account is really in good hands.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-05

Arsenal, PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Today marks the seventh call I 've made to my mortgage com pany - Loan Care - in regards to my XXXX taxes not being distributed. Per our contract, all of my taxes are included in the lump sum mortgage payment I pay each month. I received a " delinquent notice '' from XXXX , XXXX , XXXX XXXX explaining my XXXX taxes remained unpaid. I called XXXX , XXXX , XXXX XXXX back in XXXX , with confusion, since I understand the agreement between Loan Care and me and my husband as the owners of the property. XXXX , XXXX , XXXX XXXX assured me they did not receive any payment from Loan Care ; however, they did confirm that they sent them a bill to Loan Care [ for our XXXX taxes ] back in XXXX of XXXX . When I called Loan Care c ustomer service, they did not deny they dropped the ball ( and confirmed they would get the taxes pai d ( {$3000.00} ), which includes the penalty and service cost. I emaile d Loan Care again on XXXX XXXX , XXXX and I received no resolution. I called again on XXXX XXXX , XXXX and spoke to a manager named, " XXXX '' who assured me our taxes would be paid that day, and she would send me a confirmation email with the breakdown. That never happened, so I called the direct number XXXX originally provided me on three d ifferent occasions, and I got a machine message for " XXXX '' ( XXXX either lied about her name, or she pawed the responsibility on to XXXX ). Nevertheless, XXXX nor XXXX have yet returned my calls. Today, yet again, I hung on the phone for ov er 15 min utes, and when I asked to speak to XXXX , XXXX , another customer service rep, hung up on me. I called back AGAIN, and spoke to another customer service manager named, XXXX , who advised he could n't help me. It is now XXXX XXXX , XXXX and there is a lien threatened to be placed on our home, as the taxes still have not been paid. This is outrageous!!!!! My husband and I are the innocent party and are being treated like criminals all because of this unorganized, lying, lazy mortgage company! Aside from the frustration for the people working there who make continuous false promises, Loan Care has breached our contract wherein they are legally responsible for correctly distributing our tax money. XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-05

NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I contacted my mortgage company Loancare regarding removing PMI and they are saying it can not be removed until 5 years. I closed on mortgage XX/XX/XXXX, so we are at the 5 year point but now they are saying it has to be done when I make my XX/XX/XXXX payment, which was done on XX/XX/XXXX, but say still can not be removed yet. I requested a payoff statement because I would rather just pay mortgage off to not be ripped off anymore and they stated " that function is not available '' hence not giving me final payoff amount which of course will continue to accrue interest until they figure out how to do it. On top of that I got a current escrow review statement and they are raising my monthly payment to put more money into escrow which of course includes the PMI which is due to be removed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-05

Grover Beach, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We bought our home and it closed escrow on XX/XX/XXXX. The home belong to XXXX it was a bank own property. We got a home loan with XXXX the loan was set with out impounds just paying principal and interest. On XX/XX/XXXX, I received a letter stating that an escrow account had been set up for a loan because some taxes were owed. I called the mortgage company and sent them proof that i am up to date with the taxes and insurance. I found out the taxes were owed by XXXX please see attached tax statement. On XX/XX/XXXX XXXX sold my loan to Loancare who raised my monthly payment from {$1200.00} to almost {$1900.00} raising my payment by {$500.00} a month for taxes and insurance that are up to date. I had XXXX negociate with Loancare, Please see attached documentation all taxes and insurance are up to date and Loancare refuses to remove the unessesary impounds. Loancare has ruin my credit and sent me a letter that my home is in defult. I continue to sent my agreed monthly payment but Loancare delays the payments and make one payment out of two. Please help me I have been diagnosed with XXXX and it is very difficult to continue to fight with the bank. They have acted without any regard for the proof and I keep getting herrasing phone calls and letters. I have not done anything wrong, the back taxes should have been paid at the time we closed escrow. I have kept all the mandated agreement and my account and payments are up to date. Loancare refuses to accept any proof and continues to damage my credit and are treatenning to forclose my home.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-05

Chester, VA

Loan servicing, payments, escrow account

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

Disputed: Yes Timely Response

2017-04-05

FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: In the early part of XX/XX/XXXX we changed insurance companies because we got a better rate by combining our homeowners with our auto insurance. We prepaid the premium, cancelled our old insurance and notified Loancare. We asked them to remove the old insurance from our mortgage escrow payment since we now pay it directly from our bank account and sent them proof of coverage. They refused to accept our mortgage payment unless we also included our old insurance premium even though they have the verification of coverage from our new insurance. We are currently a month behind in our mortgage because of their refusal to follow through. We have repeatedly called with no results. We were told a supervisor was not available but we would be called back. We have not been contacted but have been told several times that our problem was being reviewed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-04

Hamburg, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: {$1600.00} was removed from my checking account with XXXX Bank in error, on XX/XX/XXXX. On XX/XX/XXXX I notified LoanCare Servicing, and provided documentation that the payment had cleared. As a side note, my mortage payment due for that month was XXXX, so I have no idea where the amount taken was coming from. On XX/XX/XXXX the mortgage payment from the correct checking account with XXXX was posted at LoanCare. Meaning duplicate payment was made. I 've attempted to have funds returned to the XXXX account since XX/XX/XXXX, have called 5 times, XX/XX/XXXX, XX/XX/XXXX - at which point the issue was 'escalated ' by them, XX/XX/XXXX - at which point I was told I had n't given enough time after escalation on the XXXX and the first week I had already given them did n't count, XX/XX/XXXX - at which point I was told that I should expect the funds returned by XX/XX/XXXX, XX/XX/XXXX - where I was told they did n't know why it had n't been done yet, but that they would 'priority escalate ' and it would be looked at in a couple hours, and again on XX/XX/XXXX - to be told that I would need to wait an additional 48 hours for the 'priority escalation ' to be looked at, and they were n't sure why I was told it would be a few hours. It 's become clear that 'escalation ' is just a tactic to buy additional time and get me off the phone, and they have no intention of returning the funds removed without my permission. I filed a case through XXXX bank on XX/XX/XXXX, to try to recoup the funds that way. Additionally I have received no correspondence at all on this issue from LoanCare, the only communication has been initiated by me. I have spoken with the following LoanCare representatives ; they provide their agent # s at the beginning of calls : XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-04-04

Shulerville, SC

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: When we first purchased our home we had a great lender, then of course our mortgage was sold like any other. Ever since XX/XX/XXXX we have had nothing but issues. This new lender paid too much for our property taxes and then it took forever to fix that and now it 's on I 'm going process of them trying to raise our mortgage when nothing has changed. I have verified with the county and also the home insurance and every source I needed to, to see why they changed our payment. They originally told us it was the interest that went up which is false because we have a fixed rate for 30 years. Then once I addressed that was n't the issue they stumbled upon finding a valid reason as to why it had gone up. I have been trying to contact a manager since XX/XX/XXXX and out of the 30 times in 6 months I 've called only one called me back. Then this whole situation was sent to the tax department and once again I havent heard anything. They keep giving me the run around and it has been fishy from the start. No valid reasons, no good answers, and definitely no solutions. The reviews for this company are horrible and I just ca n't believe this is happening. Loancare is the name of this horrid place and I am So exhausted from these people. There is no physical office I can visit to address this in person. I have all documents holding up the facts and they act as if I do not. There is plenty more detail but it is confidential.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response