LoanCare, LLC

2017-04-04

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have our monthly mortgage to be set to a monthly draft on the XXXX of the month currently through Loan Care and it was through XXXX prior to XXXX set for the same monthly draft date. XXXX always sent through the payment request on the XXXX and it would show pending on that day through our bank account, per my verbal agreement with Loancare that we set up after receiving a phone call that our mortgage had been sold after we were already two months behind on payment. I was told I would have received a letter. However, I never received a certified letter stating that and that would be the expected normal as this is a very important matter and determines my financial livelihood. Anyway our payment for Loancare went through pending as of the XXXX this month, which was a huge problem because our payments from the company we work with do n't go through until the XXXX and so our account overdrew and and I was n't able to cover which is why we are set up to have this drawn on the XXXX. In addition to the other XXXX events our mortgage payment jumped {$400.00} starting on XX/XX/XXXX Our property was appraised XXXX actually in XXXX and we were informed our taxes would go up for the following year. Well they stated in escrow that we were over our balance and have now more than doubled on the increase to cover for last year and now to move forward for this year. They are unwilling to take a cover balance for the remaining due and make our payments at least half the increase moving forward. I am looking further into the pay increase, but we were led to believe the increase would occur for XXXX not 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

2017-04-03

Cheshire, OR

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

2017-04-03

Wasilla, AK

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I am getting collection notices from a company call LoanCare that I am behind in my mortgage payments. I get a call each day, but the last digit on the phone number does not register on my phone.But I have an auto save on numbers calling in as proof. LOANCARE XXXX, VA XXXX I do not have any contractual relations with this company. Only collection notices, see attached samples. I pay my mortgage each month to another company on 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

2017-04-02

Morada, 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

2017-03-31

Barboursville, WV

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

2017-03-31

Nyc, NY

Loan modification,collection,foreclosure

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

2017-03-31

Ann Arbor, MI

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

2017-03-30

Columbia, SC

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

2017-03-30

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: A mortgage I have on my home was recently taken over by Myloancare.com. They have been very difficult to communicate with since dealing with them. We attempted to make a payment and recieved an email confirming that a payment had been recieved, but we have not yet seen the money deducted from the bank account that I authorised them to use. I feel like I am being set up for them to forclose on my home and feel helpless to do anything about it.
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

2017-03-29

Clarksville, TN

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

2017-03-29

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We are asking for your help! My husband and I recently purchased our first home in XX/XX/XXXX. Our servicing companies have changed several times but currently transferred to LoanCare LLC in XX/XX/2016. We made our initial XX/XX/XXXX payment to Loancare, but our XX/XX/XXXX payment was returned due to NSF, ( the payment took up to 5 days to clear the bank so other auto-pay transactions caused payment to be returned ). When we realized the XX/XX/XXXX payment was not successful, a double payment was made by phone to the institution to cover XX/XX/XXXX and XX/XX/XXXX 's payment ( payment in the amount of {$2300.00} which cleared the bank on XX/XX/XXXX ). A few weeks later, I receive a letter stating my XX/XX/XXXX 's payment is still outstanding. I contacted Loancare LLC, only to speak to several representatives that could barely provide a general account of what happened on our loan. I was inform that the NSF payment caused the issue and only one payment posted. I informed the rep, that if I made a payment to cover two payments how can a portion of the payment apply to XX/XX/XXXX 's installment and XX/XX/XXXX 's payment is unaccounted for? The rep could not explain this and only informed the one payment processed. Needless to say, this has been going on for over two weeks now. They have asked for several screenshots, transaction/bank statements. Each time we send, they request something else. The documentation from our banking institution showing the payment CLEARED and STILL no resolve! Each time we speak to someone, we get the same story, " the cashiering department is working to resolve your request, contact us back tomorrow. '' This company is so incompetent and has no real system in place to assist customers to resolve escalated issues. We have to get out of character just to escalate the call to a supervisor ( which they never call you back )! I have read so many horrible stories about this company with the BBB as well as other consumer review sites. We as consumers are at the mercy of the lenders and have zero input on who our servicing rights are sold to. I am just saddened that we had to end up with LoanCare LLC.
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

2017-03-29

Bohemia, NY

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Hello, Our mortgage is in good standing and was recently transferred to a new provider. We requested specific information regarding our accounts PMI. We wanted to know what our monthly cost is and if it could be eliminated from our account due to our good standing and additional principle. In the event our account did not the correct debt ratio, We wanted to know how much additional principle would be required to eliminate PMI. We called to make this request and was told to contact the organization through their website. We contacted several times through the website, received a tracking number and an automated message stating we would hear back in 5 business days. this has been ongoing for 2 months.
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

2017-03-28

MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received a letter from my current mortgage company about the transfer of my loan to loancare with the new account number and the effective date of XX/XX/XXXX. I have n't heard or received a letter from the new mortgage 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

2017-03-27

Bedford, NH

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

2017-03-27

Houston, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage servicer, Loancare, paid taxes from my escrow account twice, each for a different amount, in XX/XX/2016. The result was that the escrow account was overdrawn. The tax assessor 's office only has a record of Loancare making a payment once. Loancare is now charging me the difference in my escrow account on a monthly basis. The previous mortgage payment was {$2000.00} and the new payment is {$3400.00}. I have contacted Loancare several times regarding this and they have not yet provided a correction or explanation.
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

2017-03-25

Shreveport, LA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My mortgage is currently held by XXXX via Loancare at XXXX, XXXX, VA. I received a letter dated XX/XX/XXXX from Loancare stating that my escrow account was short {$2500.00}. I found out that my homestead exemption had been filed in the wrong county and had the error fixed. I then provided Loancare the exemption details in an email dated XX/XX/XXXX. I heard nothing for two weeks. I called on XX/XX/XXXX, and was told they needed a copy of the bill they had sent me. I provided this to them in an email XX/XX/XXXX. I waited again and heard nothing. On XX/XX/XXXX, I called and was told they " needed further information '', but they provided me no details on what the information was or what their plan was to collect this information, and whether or not they intended to get it themselves or if I was responsible for providing it to them. They informed me the problem had been " escalated to management ''. I called again on XX/XX/XXXX and was told management should have it resolved by " tomorrow '', XX/XX/XXXX. I have still heard nothing, nor have I had any communication from the company other than automated calls telling me I have to pay them. Due to this escrow miscalculation, the company is demanding that I either write them a check for {$2500.00} to cover my escrow shortage, and that if I take this action, my monthly payment will increase from {$1000.00} to ~ {$1200.00}, or that they can collect the shortage and build enough for next year by increasing my payment to {$1400.00}, a nearly 50 % increase on my monthly payment. I have looked into reviews of this company on several different websites and believe that this is their standard practice, intentionally muddying the waters and delaying escrow assessments in order to make money off homeowners who had no choice when our mortgages were sold to what appears to be a very disreputable 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

2017-03-25

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Starting from the date this company has purchased my mortgage, they have a practice of taking my extra principal payments and placing the amount in suspense, thus depriving me of the interest reduction on my loan. They hold my money free of interest and do who knows what with it.
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

2017-03-24

Hamburg, NY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I recently contacted XXXX approximately on or about XX/XX/XXXX to request an affordable Home Modification Plan as a result of circumstantial medical hardship. XXXX approved/granted me a Trial Modification Plan on or about XXXX. Trial Modification period was for XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Surprisingly, in the middle of the Trial Modification Process, the new Bank, LoanCare made contact with me by letter on or about XX/XX/XXXX to inform me that my mortgage loan had been transferred. Confused, I contacted the bank, LoanCare with questions and concerns regarding the security of my home, Trial Modification Payments, and contract agreements I previously had with XXXX. Upon receiving the confusing news of my loan transfer, I had already submitted XX/XX/XXXX and XX/XX/XXXX payment to XXXX. I was informed by LoanCare Representative, XXXX ( XXXX ) on XX/XX/XXXX, to submit the final Trial Modification Payment to the new financial loan servicer. The Rep. also indicated to continue submitting new monthly payments until further notice. I never received any further notices, until I received a letter dated XX/XX/XXXX ; informing me that they were no longer honoring the Trial Modification agreement. And, that LoanCare would be making every attempt to foreclose if I did not satisfy 2 years of mortgage debt, which was the time-frame of my hardship. I also received an email from LoanCare Rep, XXXX on XXXX, citing erroneously of not finding or receiving my last and final Trial Modification payment in their system. I am very disappointed and stressfully concerned with the possibility of losing my home as a result of LoanCare 's unfair mortgage practices regarding the process of my approved trial modification plan. I feel that this large financial institution is taking advantage of an unsophisticated consumer such as myself, by engaging in unfair and/or deceptive conduct during my Trial Modification Process. I feel the cost of a mortgage is substantially more than the benefit the borrower receives from the loan. I am in need of urgent assistance from this agency to resolve this issue fairly.
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

2017-03-23

Ft Myers, FL

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

2017-03-23

Chicago, IL

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

2017-03-23

PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I unfortunately have my mortgage through LoanCare LLC. We bought our home in XXXX. This company did not pay our taxes in XXXX, and we had to call multiple times to have them pay in XXXX. Well our XXXX tax statement comes out and low and behold only our XXXX taxes that were paid are in that statement. We should have a statement with both XXXX and XXXX taxes that were paid. I have reached out to them 4 times with this issue and no resolution. It has been " sitting '' with the tax department for the last month and a half and nothing has come of it. The customer service reps are rude and nasty and just through you around in circles.
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

2017-03-22

CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Since we stopped receiving e-statments in XXXX of 2015, we have reached out to XXXXLoan Care many times via phone and via their website to update our contact information ( phone, email, mailing address ), yet our updates are continuously not applied, resulting in us not receiving important information about our payments being increased which then lead to two months of our automatic payments through our bank being insufficient, causing XXXX reports of 30 day 's past due being put on our credit report. XXXXLoan Care never contacted us via phone or email to inquire why mail from the property was being returned, they never updated our contact information despite our multiple phone conversations and personal information updates on the web page. Had XXXX updated our information we would have been made aware of the payment change and the " 30 days past due '' never would have occurred. While we were " delinquent in paying the updated amount '' due to an escrow analysis, XXXX continued inability to properly update and maintain our correct contact information prevented us from both knowing about and being able to address the payment increase. When we called in to inquire on these negative credit reportings, we not only made the proper payments, but again changed our contact information, yet we still have received no mail or emails about this mortgage. Most currently, when contacting XXXX about our loan, they are unable to find it using either the loan number, our social security numbers, or our names and calls to Loan Care go unanswered.
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

2017-03-22

Glenarden, MD

Loan modification,collection,foreclosure

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: Yes Timely Response

2017-03-21

Masonville, 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

2017-03-21

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Loancare A Service Link Company purchased my loan from XXXX XX/XX/XXXX. My mortgage payment to include hazard insurance, PMI, and County taxes ( everything listed and covered in escrow account ) was {$1500.00} upon their purchase of the mortgage from XXXX. I received a letter from Loancare XX/XX/XXXX stating that I had an escrow shortage of approximately {$210.00}. I contacted Loancare via phone on XX/XX/XXXX informing them that I had changed my insurance carrier to XXXX who had notified me that they have forwarded the coverage documents to them ( Loancare ) already and that the insurance with XXXX is approximately {$150.00} less annually and my County taxes had an increase for XXXX ( yes XXXX ) for the entire year of XX/XX/XXXX, which meant that I could n't possibly have a shortage in escrow after reviewing it and doing the math on a few occasions. In fact, I have an overage. I was told that the escrow account would be analyzed and they would follow up with me. After 2 weeks I did n't hear from them and phoned and I was informed by the customer service representative to call back in another week. I did and was informed that the account was correct after their analysis. I asked to speak to someone in the department that did the review and was informed per the customer service representative that the department that did escrow analysis did not speak with customers and that I could only speak to a customer representative. I asked to speak with a manager and was informed that they would only tell me the same thing which was on the computer screen that the customer representative was reading from to inform me of the outcome. I asked for another review and was directed to send an email with my concerns which I did again on XX/XX/XXXX. I restated my concern about the escrow account being incorrect and that there is not a shortage in escrow and to send me a line item review of how they arrived to the decision that there is a shortage. I phoned again today, XX/XX/XXXX and was informed that the review would n't be complete until XX/XX/XXXX which is the deadline for the extension to pay the month of XX/XX/XXXX mortgage, that was given as a result of my complaining about the payment being incorrect ( as the escrow shortage has now been applied to my monthly payment ). I explained that if the review will not be complete until the XX/XX/XXXX then the payment would be considered late as I am waiting for the analysis again. I was told yes there would be a late charge and that I will still have to pay the shortage if Loancare decides that I have a shortage again. I believe this is fraudulent and away for the loan company to acquire additional revenue. I ca n't imagine how many customers they are doing this to and getting away with it. An audit should be conducted to analyze their transparency and processes in this area of accounting. I smell fraud all over this as XXXX myself.
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