LoanCare, LLC

2017-03-10

Warrenton, VA

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

2017-03-10

Val Verde, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: LoanCare, or XXXX. Not sure who the company even is. My loan was sold to them from XXXX, who I was happy with. Now, I am having issues making payments. I had to call 3 times in one day just to get the person to assure me that the loan payment was scheduled. I was then rudely told " I am not sure what you 're seeing on your screen, but this is what I 'm seeing. '' I was then hung up on. That was the second call. The third call, I requested to speak with a supervisor, and was told " none are available. '' Seriously?? I am contemplating refinancing my loan in order to get away from this horrible company. Something needs to be done, and investigation, something. These people are horrible. Never again will I do business, or recommend this company. I will also not recommend or do business with XXXX, not after having been sold this way. My spouse and I are combat vets, using our VA loan for this house, and this has been a horrible experience. Unnecessarily rude and incompetent.
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

2017-03-10

Jennings Lodge, OR

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

2017-03-09

Millville, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Upon a surprise transfer of my loan in XXXX, I contacted LoanCare to make a principle only payment and have my escrow account closed and have escrow stopped from my loan payments. I followed their instructions, went online and made a {$10000.00} principle only payment. At that time the statement said my first payment was due XX/XX/XXXX. I then wrote in, requesting my escrow account be closed. I only received a credit for part of my principle only payment, {$8000.00} instead of {$10000.00}, and because I had set up automatic payments, they have debited more payments than were due. They have also continued to debit escrow payments despite my written request that it be stopped. I have attempted to contact them and have not been able to contact a human to help. Written requests have not been answered. XXXX has also attempted to contact them on my behalf to no avail. I am paying interest on principle that I have paid down, extra payments have stolen from my bank account, and they have ignored all of my communication.
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

2017-03-09

PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I received a letter from LoanCare stating I had insufficient flood insurance on my vacation property. I have XXXX buildings on my property ( front & rear ). I have XXXX policy numbers XXXX for each building. The policy offers XXXX premium options for each policy. LoanCare paid both premium options on the rear building & neglected to pay the front policy. After speaking with 16 different " insurance specialists '' over 3 days for over 7hrs I have received 16 different reasons that I do not have any flood insurance, but I do have a so called WIND policy???? I would like an insurance specialist to understand that the error is from them paying the XXXX premium options on XXXX policy only. I was advised today, XX/XX/2017 that I must pay {$630.00} out of pocket to maintain sufficient flood insurance. If I do not make the payment immediately, Lender-Placed Insurance will be purchased at my expense ... and it will be costly.
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

2017-03-08

Zionsville, IN

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

2017-03-08

Kingstree, SC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Upon turning over my mortgage from the originating bank to LoanCare, I advised and provided them with documents showing that the Homeowners and Property taxes had been paid, up front and in full. I asked that they remove the escrow whereas they provided me with steps that I needed to perform to begin the process. I followed their steps, providing them with their compliance and they still continued to collect escrow. Every one of the 32 phone calls leading up to this day, their agents gave me a textbook response that there is a cycle and it will be deleted within 5-7 business days. Well, I call every five-seven days and with each call they tell me it is in process and I continue to send to them copies of the paid taxes and Homeowners insurance for the years XXXX and XXXX. They leave me on hold in excess of 90 minutes, they bounce me from escrow to insurance and insurance to escrow. I have requested management and they will not escalate. No one is ever available and no one ever calls me back. Time was of the essence because I needed to make sure they are not paying out what has been paid and what do I receive in the mail, a notification that they have indeed paid out again. I have not received my monies that they collected for escrow even though I provided them with payment receipts. The insurance company even advised them personally on 4 occasions that they were in receipt of full payment for XXXX and XXXX. I want off of this merry-go-round and for someone to intervene so that the escrow is removed as I requested in excess of 32 phone conversations. They assured me it has been in process for the past year. This is unethical, I want my money returned and the escrow removed and they be accountable for this misjustice.
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

2017-03-08

Austin, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Home mortgage loan was transferred to another provider without notification. The loan had been on automatic payment with the original provider. The original provider was aware that I did not reside at the property address ( it is a rental ). The new provider failed to extract my mailing address from the old provider 's contact information however it did have my phone number. No one contacted me to inform me that : 1. The loan provider had changed. 2. My account was in default due to non payment ( 90 days ). 3. My credit history is now severely affected. I am looking to restore my credit history to the state prior to this incident. We have paid all past due balances.
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

2017-03-08

Clarksville, MO

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I had a mortgage loan through XXXX Mortgage where the payments went up due to increased taxes and insurance. I got new cheaper insurance which was to be paid through my escrow balance, it never was. This caused my insurance to expire without my knowledge due to the notices being sent to the mortgage company. I was notified too late and had to purchase more expensive insurance myself. After this occurred XXXX was investigating there error for me. Before the investigation was completed they sold my loan to Loancare a XXXX XXXX. After 3 months with Loancare they conducted a escrow analysis and increased my payments from {$810.00} per month to {$920.00} per month. I called to ask about this and they stated my escrow account was negative {$1200.00} which needed to be paid back plus {$800.00} which was to remain in the account at all times. This comes to {$2000.00}. After I broke down my payments from the information on my account out of the {$920.00} only {$440.00} was going to principle and interest and {$470.00} per month was going to escrow. This comes out to me paying {$5600.00} in escrow per year. When I called Loancare 's customer service I spoke with XXXX ID number XXXX who told me I owed {$2000.00} in escrow and that 's why the payments were so high. After I explained the breakdown to XXXX she stated that I did not know all the in 's and out 's of escrow and that 's why I do n't understand the gross over payment. When I asked if I could speak to someone who could explain this to me she stated there was no one else to talk to. XXXX then told me she had already explained everything to me. When I asked for a supervisor she stated he was not available and I would have to leave him a message. I left a message and could not understand the name on the recording. The supervisor has yet to return my call.
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

2017-03-08

Tarzana, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Originally this loan was with XXXX. Without notice, the loan was transferred to LoanCare. It was until XX/XX/XXXX that the homeowner received an invoice from LoanCare that we knew the loan had a new servicer. In XX/XX/XXXX we contacted LoanCare and we were informed that the loan was still in the loading stage and that the full features for this loan were n't ready. We did inform LoanCare that we had been previously working with XXXX on a short sale and that all documents were submitted to them. When asked if we needed to resubmit the answer was no since all documents associated with that loan will be available once the loan was fully loaded in the system. In XX/XX/XXXX we contacted LoanCare and was informed that there was no update. In XX/XX/XXXX called again to follow up on the short sale and was informed that a new package needed to be submitted and that there was a sale date of XX/XX/XXXX. Immediately we email the short sale package as requested. For several weeks we are given the email and fax number to submit the short sale package and every time we submit the lender does n't receive. Again and again, the lender 's response is we have n't received it resent and are not given other alternatives to providing these documents. When we requested the sale date to be postponed we were informed that they needed to have the short sale package within 30 days of sale date. We have been trying for over 30 days to get the full package to them. Furthermore, when we called we were informed by LoanCare that this was not their decision to make on this file, to contact the Foreclosure Attorney. When we contact the foreclosure attorney, the Attorney states it is up to LoanCare to provide the instructions of whether or not to postponed. Also, when we requested an escalation and for management to assist in this transaction we were only referred to the loss mitigation department. This homeowner is requesting assistance for the first time to avoid foreclosure. She did the right thing by hiring us a professional Realtor to short sale her home the moment she knew she could n't afford to keep it. She did n't wait months and months. The only thing she is requesting is assistance from his servicer to allow her to short sale her home in an effort to avoid foreclosure. The lack of efficiency of a servicer should n't be allowed to be an excuse for this honest homeowner to lose her home through foreclosure. As I am writing this complaint, I called Loancare for a last attempt to get answers and their answer was the same. You need to contact the foreclosure attorney, to which I responded, They have told us they do n't make the decision. I was then placed on HOLD and after 18 minutes of holding there is no resolution. Please help me avoid foreclosure. I have gone through all the correct venues to work directly with the lender without a resolution.
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

2017-03-07

Niles, IL

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

2017-03-07

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: LoanCare A XXXX did not collect enough in escrow for 2 years and sent a letter increasing my mortgage payment by {$540.00} per month. I can not afford to make such an extreme increase in payment per 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

2017-03-07

Houston, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Provider bought mortgage and paid for lender placed insurance that was in place and coverage until XXXX/XXXX/17. continued to charge me the escrow amount. then claimed no insurance and place another policy charging me an outrageous fee and doubling my mortgage payment. when i was made aware of the problem and provided an active policy they stated it was not valid and refused to accept it. i obtained outside insurance and they credited only part of the lender placed refund with no explanation on the amounts. i have tried to get this resolved with no results.
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

2017-03-06

Decker Pr, TX

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

2017-03-06

Jennings Lodge, OR

Loan modification,collection,foreclosure

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

2017-03-06

Greenwood, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My home mortgage loan was sold in fall XX/XX/XXXX by XXXX. I was directed to send payment to XXXX, which I did for the XX/XX/XXXX payment. I have the cashed check copy and evidence of my account being debited. Then I was directed to send payments to LoanCare. I have sent in all payments and have not missed any months. LoanCare will not recognize this payment and sends delinquent notices, saying I am behind on my mortgage payments, which I am not. Since XX/XX/XXXX to present, I have twice called LoanCare customer support to resolve this. Each time I was instructed to fax an explanation, copy of cashed check and my account debit page. I have done this twice now. When I call the customer service line, they have no information regarding any of this. I sent a letter ( copy can be faxed ) regarding this, with the above information again enclosed to LoanCare on XX/XX/XXXX. I asked for the payment made to XXXX to be acknowledged and my account to be remedied. no reply. I received another delinquent notice on XX/XX/XXXX. I have made every payment every 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

2017-03-03

Atl, GA

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

2017-03-03

OK

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: In XX/XX/2015 I refinanced my VA mortgage with XXXX and they issued payoff to Loan Care for existing loan of {$260000.00} and has never issued a mortgage lien release on my property. I am now is process of doing a bridge loan to purchase another property and requirement from XXXX is a release of the mortgage with LoanCare. I have tried many times to obtain such a lien release and have been told by all parties I spoke to that release was forthcoming. However, to this date I have not received any release of mortgage which has delayed my closing on new property for more than a week. Still do n't have release and can not close without document. I am now in jeopardy of losing earnest money in addition serval appraisals costs to this point. Any help would be greatly appreciated.
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

2017-03-03

Stratford, CT

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have been contacting my mortgage loan company, LoanCare, since XXXX XXXX in order to get my house taxes adjusted to the correct amount. I have sent my loan company my correct tax information multiple times, called and emailed to follow-up on the resolution. It is XXXX XXXX and they have yet to resolve my issue. They do not respond to complaints sent via their website. I have now been emailing them but they are not getting back to me within the time frame they say they will resolve the matter. It has been far too long, and I need resolution so that I do not have to come out of pocket again when the tax bill arrives.
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

2017-03-02

Murray, UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have XXXX mortgages with LoanCare and for the past 3-4 months I have been trying to sort out a missed payment. I pay through my bank and all payments appear to have been made on time and I have proof of payment documents. I have attempted many times to sort this out with LoanCare via phone and email to no avail. I leave messages ( as they say wait time can be up to 10 minutes ) but no one ever returns the calls. I have sent emails with proof of payment information but they have only responded 1 time and their response was incomplete. I am selling the XXXX home and will close today. When I received the pay off information they still do not have the missed payment and are charging a late fee as part of the settlement. Also I made a payment as directed by the title company on XXXX XXXX, 2017 and Loancare still does not reflect this payment.
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

2017-03-01

Gilbert, AZ

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

2017-03-01

Jacksonville, 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

2017-03-01

Black Walnut, MO

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

2017-02-28

Philadelphia, PA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage provider, XXXX. My Loan Care ( www.myloancare.com ) reported me as delinquent in early XXXX, in violation of the rules which give me a grace period for the acquisition. I called and spoke to a representative who said I would not be reported to the credit agencies. While seeking a loan on XX/XX/2017 I was told that I was reported to the credit bureaus as delinquent. My urgently needed loan was rejected and I am unable to get My Loan Care to remove this delinquency. My loan number is Loan Number is 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

2017-02-28

Itasca, IL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My complaint is with Loancare, XXXX, VA. I made my payment using XXXX 's Auto Bill Pay, so it was an electronic funds transfer and XXXX has verified that Loancare received my payment before the deadline of the grace period. But Loancare sat on my payment for 2 days before they posted it and they are now trying to charge me a late fee. So I called Loancare about the delinquent notice they sent because it was dated the day after XXXX 's proof of payment date. I had to verify my identity on Loancare 's automated attendant/phone system, and it retrieved my payment information stating that my payment was processed on the XXXX, which is the last day of the grace period so I should n't have received a late fee at all but the delinquent notice is dated the XXXX. So I transferred to a customer support person who told me my payment was processed on the XXXX. They ca n't even get their dates straight ; the delinquent notice, automated phone system, and customer support all have different dates. I asked to speak with a manager and they refused saying I 'd need to submit my complaint in writing. So they do n't even want to work with me on this issue - they are the worst!
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