LoanCare, LLC

Consumer Complaints

There are over 2906 complaints on file for LoanCare, LLC. Dated between 2019-12-04 and 2012-06-13.

Complaints Page 8

2019-10-13

Battle Creek, MI

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

2019-10-12

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: In XXXX, my mortgage loan servicing changed to Loan Care, a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX. I canceled the ACH payment with the old company and sent a BillPay payment to the new servicer. Unfortunately, both payments were processed. When I called to get the extra payment reversed, I was told they had applied the extra payment as a principal curtailment. I have called numerous times and have been assured it would be fixed, but it has been almost six months now. I continue to get delinquent notices each month now because they keep showing me one month behind and I believe my credit has been negatively impacted too. I can not afford two {$1500.00} mortgage payments in one month on my tiny fixed income. I had to borrow money to get by. I am an XXXX year old military widow and I am trying to get my finances secure to move into a rest home because my XXXX are failing. I need the principal curtailment reversed, like I have been promised since XXXX. I will not be paying my XXXX payment with the expectation you will finally get it done.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-12

Chicago, IL

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: My home mortgage was recently purchased by the company Loan Care. I was notified of the switch via paper mail, and was told to go online help facilitate the transfer of the account. I follow the directions perfectly but their website refused to recognized my account number, after more than a dozen phone calls and hours on hold I finally spoke with a representative that claimed my loan was too new to be in their system? I received a new loan number but that has failed to work as well. Due to this I can not access any information on my account, nor can I see monthly statements. I have contacted them via phone, email, and even 'snail mail ' and STILL don't have access to my account, financial details, or apparently even the correct loan number. Apparently I'm not the only person to have this problem as I have seen numerous complaints online. The only reason I'm able to tell that I'm still making payments is that money is continually drafted from my bank 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

2019-10-12

Henrico, VA

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

2019-10-12

Ft Wayne, IN

Closing on a mortgage

Mortgage: Conventional home mortgage


Complaint: The lender failed to provide a payoff statement and payoff instructions on multiple occasions, obstructing payment while charging interest. The lender then refused to respond to our complaints regarding this issue. OnXX/XX/XXXX I requested a payoff statement from my lender for a payoff on XX/XX/XXXX through their web interface and received an e-mail with confirmation number XXXX regarding my request. Both their website and the confirmation e-mail I received stated it would take three business days to fulfill this request. The lender did not fulfill this request as committed. OnXX/XX/XXXX I called their customer service line because I had not received the payoff statement. Their customer service representative was unable to explain why I had not received the requested payoff statement and was unable to provide me with a payoff statement. The customer service representative stated they could not provide a payoff statement for XX/XX/XXXX but that they could provide one for XX/XX/XXXX. They committed to providing a statement for XX/XX/XXXX in the next 24 to 48 business hours. The lender did not fulfill this request as committed. On XX/XX/XXXX, more than 2 business days after the previous call, I called their customer service line again. The customer service representative was then able to provide me with a payoff statement dated XX/XX/XXXX and payment wiring instructions. The payoff statement was received by e-mail on XX/XX/XXXX at XXXX XXXX EST. The attached wiring instructions included the arbitrary stipulation that funds must be received by XXXX XXXX EST on XX/XX/XXXX a detail they had not previously disclosed. The lenders failure to provide the payoff statement and paying instructions as committed left me with inadequate time to prepare the funds for transfer. On Friday XX/XX/XXXX. At XXXX XXXX EST I was able to wire the payoff funds. Although the funds were in their custody, the lender continued to charge interest on the loan until they processed the funds until Monday, XX/XX/XXXX. On Monday, XX/XX/XXXX the lender withdrew money from my escrow account in the amount of {$73.00} without notifying me and without my permission. They took these funds claiming that they were entitled to them as interest accrued on the loan between XX/XX/XXXX through XX/XX/XXXX. On XX/XX/XXXX I spoke with a customer service representative and explained the following : the lender failed to provide a payoff notice in a timely manner as committed on two occasions ; when the lender finally provided a payoff notice they imposed an arbitrary deadline for receipt of funds that reduced an already tight window for making payment ; although the lender failed to meet their commitments to me by days and by hours, they charged me three days of interest for being 20 minutes past their deadline. In response to these problems, I requested the lender reprocess the payment as received on XX/XX/XXXX and refund the {$73.00} taken from my escrow account. The representative took the time to type my request into their system and told me they would submit the request for review. On XX/XX/XXXX I called the lenders customer service because they had not responded to my request. When I spoke with a customer service representative I asked if they had record of my request. They did not answer my request but instead connected me with a member of their management team. I again explained the situation to the manager. He took the time to enter my complaint and request into their system. He told me that my request would be escalated to a team who would review all the records of the account and work towards resolution. It is now XX/XX/XXXX and I have not heard any response from them. Since my original request for a payoff notice made on XX/XX/XXXXe lender has failed to meet two commitments to provide me with the necessary payoff information, and they have failed to respond to my inquiries and requests on at least two other occasions in the time they committed. Their customer service is evasive and unresponsive, repeatedly committing to get back to me with answers and then failing to do so. Their actions suggest that they have intentionally obstructed my efforts to payoff my loan while continuing to charge interest. I am now insisting upon a refund of {$140.00} all interest accrued after XX/XX/XXXX, the date of the original payoff request.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-11

Manchester Village, VT

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

2019-10-11

MN

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: Loancare , LLC began servicing my loans after servicing was transferred from XXXX XXXX. These are loan numbers XXXX and XXXX. On XXXX XXXX, 2019, I obtained payoffs for both loans through XXXX XXXX, 2019 in the amounts of {$19000.00} and {$1300.00}, respectively and sent two cashier 's checks each attached to a copy of the corresponding payoff statement, with loan numbers and amounts highlighted. Loancare received these checks via certified mail on XXXX XXXX, 2019. Loancare improperly processed these payments, applying both to XXXX resulting in a complete payoff of that loan, and an additional " escrow '' payment of {$1300.00} XXXX see attached documentation from online interface ). No payment was applied to Loan XXXX. I called XXXX on XX/XX/2019, and was assured there would be a full resolution of the matter by XXXX XXXX, 2019. When I reviewed my online statement XXXX XXXX, 2019, there had been no resolution. I again called on XX/XX/XXXX and re-explained the entire situation again. I was told that because it had gone to escrow it was frozen and they could not properly apply the payment. The person told me there was nothing she could do but that I could speak to a supervisor. I was transferred to a line that said no supervisor is available and instructed me to put in my phone number, which I did. I later received a call from XXXX, employee # XXXX. I asked her to acknowledge that this was their fault, and that they had misapplied my payment and now were refusing to correctly apply it. She said that was the procedure and that this was an automated system and no human received the documents. This is plainly untrue, because a human signed for them, but be that as it may, I asked if any of their payoff documentation said multiple loans must be in different envelopes. She said no, but a person is expected to apply deductive reasoning and that I should have realized this would happen and sent them in separate envelopes, despite there clearly being no instructions to do so. I also informed them that due to their error I had to ( i ) purchase another cashiers check which costs {$10.00}, and ( ii ) send that certified mail, which would cost another {$4.00}. She professed not to understand, saying I could just make my regular payment. I again explained that payoffs were required to have cashiers checks, and since they had already misapplied the funds once, I of course would send certified mail. Since my loan balance was less than one months payment, I could not simply make a regular payment. I told her I believed that they had committed theft with respect to my money by not properly applying the payoffs as instructed, and then charging me additional fees and making me incur additional fees, as well as charging interest. She promised that a hold had been put on my account so that no late fees could be charged, etc. XXXX said a flag was on the account so I wouldnt incur a late fee. I asked if the loan would still accrue interest even though I made the payoff in full compliance with their instructions, and she said it would. I asked if she could give me a new payoff, and she said she would. She provided that, and it was in the amount of {$1300.00}. I told her that I expected to be made whole based on the {$10.00} cashiers check I would have to purchase, plus the {$4.00} certified mail and the additional {$4.00} interest they were charging me on money they had already been paid and she refused. This totals {$18.00} in direct damages, and does not take into account the damages that other people likely would have incurred or the amount of time I spent. I believe that these abusive practices should be stopped for the benefit of consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-11

Leamington, UT

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

2019-10-11

Deer Park, WA

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

2019-10-11

Woodlyn, PA

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

2019-10-11

San Francisco, CA

Struggling to pay mortgage

Mortgage: Other type of 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

2019-10-11

Williamston, MI

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

2019-10-11

Madera, CA

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

2019-10-10

Mobile, AL

Incorrect information on your report

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

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

Timely Response

2019-10-09

Plymouth, FL

Trouble during payment process

Mortgage: FHA mortgage


Complaint: I got a mortgage loan in XXXX XXXX XXXX XXXX, after having a foreclosure in XXXX, on XX/XX/XXXX, this company transferred my loan to Loancare, a XXXX company in XXXX XXXX, VA. I received information about the transfer including fees to make payments. I always pay online and have that service with XXXX XXXX with NOT fee, however the new loan service Loancare charge fee on every pay option except autodraft, forcing the customer to provide them with routing number ( ABA ) and checking account number ( DDA ) and authorizing them to automatic withdraws every time, so customer will not have any control over those withdraws. Special request fees ( see attachment ) : Pay-by-phone ( over the phone check ) up to {$15.00} Automated phone system up to {$15.00} Online Payment fee up to {$10.00} Autodraft fee No fee Loancare did not provided any information about mail payments or bill pay service from my bank ( for this I need a physical address where payments need to be sent, most of the time headquarters address are different that payment address and if it sent to wrong address payment will be late ). I would like to know if this is even legal that a company enforce customer 's to share routing number and checking account number as only way to no charging to make a payment. I contacted company but they stated that whatever is on the letter applies. I do not want to add {$10.00} every month to loan just to make a payment online ( phone payment are more expensive ). It is like paying {$120.00} dollars more per year so in 30 years adding {$3600.00} dollars to your loan for just one customer just to pay. This is absurd. Thank you for your assistance and please help consumer from over pay to this companies.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-09

Dayton, MN

Closing on a 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

2019-10-09

Espanola, WA

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: On XX/XX/XXXX I received my first notice that XXXX was transferring the servicing of my home mortgage to LOANCARE, XXXX XXXX XXXX, XXXX XXXX, VA XXXX, XXXX XXXX XXXX, VA XXXX, XXXX. My loan has always been paid on time and was current with next payment due XX/XX/2019. I called XXXX immediately to see what I needed to due as my loan was due on XX/XX/XXXX and I wanted to make sure it got paid. I was told to contact LOANCARE, and that by law they could not penalize you for any late payment due to service transferring. I did and was sent to an automated message that stated that if your loan servicing was transferring on XX/XX/XXXX, you had to wait until XX/XX/XXXX-today-to access your account with LOANCARE to make any payments.I was able to access my account online, but my account is now marked " passed due '', that I am not allowed to make any payment from a bank account, and that I have to bring my mortgage current. I am not permitted to make any payment and this company forced my loan to be late by preventing any access whatsoever until it was past due. I tried to call at least 8 times today and continued to get an automated message that they are experiencing a high call volume. They are breaking the law from what is happening to me, have marked my loan as passed due, have notated it late and are preventing me from making any payment and are NOT answering their phone. I would like to know what my legal rights are, and who is going to intervene. I need support and these tactics must be totally illegal. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-09

Alpharetta, GA

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

2019-10-08

Kansas City, KS

Trouble during payment process

Mortgage: Other type of 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

2019-10-08

Las Vegas, NV

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

2019-10-08

Rocky Ridge, MD

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: Late charges were applied inappropriately and will not be reversed. They have just sold the loan and will not refund late charges despite accepting responsibility for error. -- -- -- -- -- -- -- -- -- - EMAIL SENT XXXX Ms. XXXX, Thank you for taking my call. As you stated, you do not accept partial payments, and any payments that are made will be held until a complete payment is received. Nevertheless, in making bi-weekly payments, you applied my payment to principal on two occasions thereby putting my account into a late status. There were two charges of XXXX that were applied on XX/XX/XXXX and XX/XX/XXXX 2019. They were paid out of my account monies on XX/XX/XXXX and XX/XX/XXXX contrary to Loancare policy. Please accept this as my demand for a refund in the amount of XXXX. Please send a check to the address of record. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, MD XXXX Account 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

2019-10-08

Dallas, TX

Closing on a mortgage

Mortgage: Conventional home mortgage


Complaint: I complain that mortgage company LoanCare doesnt send me payoff loan documents and a statement that my mortgage was payed off. My loan # ... ... XXXX. I paid my mortgage in full on XX/XX/2019. Previous loan mortgage company XXXX transferred my mortgage loan to LoanCare company which started to collect payments in XX/XX/2019. First/ Last statement I got from LoanCare was dated XX/XX/2019. No more statements after I paid mortgage off. I tried to call LoanCare few times and was told that I will get canceled mortgage deed of trust by mail.But no documents in mail so far. Last call was today but nobody returned my call. Please help me to resolve this issue and get those documents from LoanCare mortgage company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-08

Saint Clair, MO

Incorrect information on your report

Mortgage: Conventional home mortgage


Complaint: Currently CFPB is working with my complaint XXXX. While the issue of my missing payment is being investigated, Loancare reported my account as delinquent and ruined my credit score.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-07

Raymond, NH

Incorrect information on your report

Mortgage: Conventional home mortgage


Complaint: Recently refinanced my mortgage. First payment was due on XXXX of 2019 I was paying weekly but then was informed I could not do that so they had to re apply my funds. I was told this was taken care of numerous times and on numerous phone calls and as recent as XXXX when I got another letter stating I was past due. Ive called 3 more times since then and emailed with no response and was even put on hold for 1/2 hour then disconnected. .my payments were as follows XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$420.00} XXXX {$1800.00} XXXX {$370.00} XXXX {$1700.00} Total of payments = {$6900.00} Monthly mortgage is {$1700.00} So for XXXX through XXXX I owe {$6900.00}. I have over paid by XXXX dollars and they keep telling me they are reversing the funds to correct it but I just got a notification that they reported it to my credit score. As of today my score dropped 48 points because of this. I need this fixed ASAP or I will be forced to take legal action. The only payment not shown is the XX/XX/XXXX which is not on account yet.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-10-06

Eastchester, NY

Trouble during payment process

Mortgage: Conventional home mortgage


Complaint: My mortgage was sold to Loancare from XXXX XXXX, I was advised in writing and verbally that my bi weekly payments would map over the same way as it was set up with XXXX, except for the month of XXXX 2019 and provided me the dates of the auto debit for XXXX however they did the draft on the wrong date in XXXX, causing my account to overdraw. I made several more calls and was guaranteed this is an isolated issue and XXXX would have my proper auto debit dates in place, which it was not and again overdrew my account withdrawing the funds too soon, I spoke to a XXXX, XXXX and a supervisor named XXXX who gave me his employee no.XXXX, as a guarantee that XXXX,. auto charge would start in the 2nd week which is how I had it in the past, then every other Friday, but couldn't give me anything in writing. XXXX stated my letter of transferring the servicing of the loan is all they would provide, which I received but with no payment dates, that was provided verbally when I received my first call to advise of this transition. I had called again this week and another supervisor, XXXX advised I was given the wrong information through this whole process and my auto payments will remain the way Loancare has it set up and can not change it, regardless of what XXXX XXXX had in place. This type of service is inexcusable and now a struggle to keep my mortgage in good standing. Having the set up with XXXX XXXX was for a reason and they accommodated that need to make sure I could manage my mortgage payments. Loancare is setting up me and anyone else in the same position as I am for failure. This is not fair lending in terms of taking over a mortgage from another company, I need help. XXXX wasn't even certain about what happens with and 5 week month when an extra payment will come out, what kind of service is this?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response


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