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 80
2017-02-27
VA
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: Here is a timeline of my problem with prompt payment of a mortgage overpayment with LOANCARE : XXXX XXXX : Without any prior notice, we received a letter in the mail from Loancare stating our mortgage loan was transferred to them from XXXX and that we were to mail in our monthly payment to them. Because we knew nothing of this, we thought this was a phishing attempt. My wife called XXXX and they confirmed that they transferred our mortgage to LOANCARE. XXXX told my wife that they were not going to autodraft our XXXX XXXX mortgage payment and to mail payment to LOANCARE.
XXXX XXXX : My wife mailed in a check as instructed by the letter from LOANCARE.
XXXX XXXX : We learn that XXXX autodraft our checking account for our XXXX XXXX mortgage ( after we already mailed in a check for our XXXX XXXX payment ).
XXXX XXXX : I called LOANCARE to ask if they could apply our duplicate XXXX mortgage payment ( form the check we mailed to them ) towards payment to our XXXX XXXX payment. The customer service rep stated that it was against their company policy to do so and that I would have to go online and request a refund for the check payment once the checked cleared our bank.
XXXX XXXX : We received a letter from LOANCARE confirming our checking account had been set up for autodraft to pay all future mortgage payments with the first autodraft mortgage payment on XXXX XXXX.
XXXX XXXX : Our paper check cleared our bank.
XXXX XXXX : I submitted a request for a refund for the paper check and included a copy of the cleared check. I received an email acknowledgement of our refund request from LOANCARE within minutes. The email said to allow 5 business days for the request to be processed.
XXXX XXXX : Day 6 and no refund. I called LOANCARE and was informed that my request for a refund was overlooked and was never processed. They told me they would enter it today and it would take at least 10 business days to receive my refund. They also informed me that the first customer service representative I spoke to on XXXX XXXX misinformed me when she stated that I could not apply it to my XXXX XXXX mortgage payment. So now I will have a XXXX XXXX mortgage payment auto drafted when I do not have the refund for the XXXX overpayment returned to me yet. This will cause me to bounce payments and have no money for my food, gas and other monthly needs. To add insult to injury, the LOANCARE supervisor, XXXX, Agent ID # XXXX scolded me and said I should have stopped payment on the autodraft for XXXX XXXX five days prior, and now it was too late to stop the XXXX XXXX autodraft ( but if they did their job, I would have received my refund before the XXXX XXXX autodraft hits ). After being on the phone for 1 hour and 4 minutes, and being put on hold several times, XXXX told me that my account was showing I was paid up until XXXX XXXX. When pressed to ensure our XXXX XXXX payment would not be auto drafted on XXXX XXXX because we were paid up, she said that she could not assure us that would not happen. So in summary, LOANCARE has had duplicate payment since XXXX XXXX, can not stop the XXXX XXXX autodraft and we are stuck with not being able to meet our financial obligations after XXXX XXXX because LOANCARE is holding {$630.00} that we need to pay our XXXX bills with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-26
Tarzana, CA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Loan care continues to report me late on my mortgage and I have emailed them several times to no avail. Who can I talk to about resolutions?
They also reported me XXXX and continue to tell XXXX that I am XXXX. My mother XXXX and by them reporting me XXXX is bringing up XXXX, making it hard to switch services. I asked them to remove it but they refuse. It was the companies responsibility to make sure when I made the payment on XX/XX/XXXX to make sure I was paid up.
Here is a copy of one of the emails I sent them : First you report me XXXX to the credit bureaus, and AFTER I paid the past two payments of more than $ XXXX, you still report he with past due. It is your RESPONSIBILITY to make sure that when I made the payment of more than $ XXXX to INCLUDE ALL LATE FEES, which you failed to do. I am current with my payments and expect ALL of my statements to REFLECT as such. I am putting this in writing because I need a paper trail in case of further inquests. Below are the payments I made : XX/XX/XXXX LOANCARE SERV XXXX : MTG PYMT ID:XXXX XXXX : XXXX ID:XXXX,XXXX XX/XX/XXXX LOANCARE SERV XXXX : MTG PYMT IDXXXX XXXX : XXXX ID:XXXX,XXXX XX/XX/XXXX LOANCARE SERV XXXX : MTG PYMT ID:XXXX XXXX : XXXX ID:XXXX WEB XXXX XX/XX/XXXX Show additional information for activity type other payment XXXX LOANCARE SERV XXXX : MTG PYMT ID : XXXX XXXX : XXXX ID : XXXX WEB activity type other payment status type icon cleared Cleared. Select to mark activity type other payment XXXX LOANCARE SERV XXXX : MTG PYMT ID : XXXX XXXX : XXXX ID : XXXX WEB as Reconciled XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-26
Washington, DC
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: In short, our Title Company and original Mortgage Company both paid our real property tax for the second half of XX/XX/XXXX (due on XX/XX/XXXX)- paying double for our 2nd half property taxes and depleting our escrow account. Additionally the original property tax amount that was supposed to be withheld was based on a XX/XX/XXXX DC appraisal rate (not our new development home), so there was additional property taxes needed to be paid. The Loan was transferred to LoanCareXXXX in late XX/XX/XXXX, and they immediately decreased our loan amount by XXXX a month. I called and asked them why they decreased it and was told "to not worry about it as its normal". I explained that I couldn't imagine how that could be with the improper property tax amount, and asked them to look into it. They never did.
Come XX/XX/XXXX, and our loan payment increased XXXX dollars. Upon calling LoanCareXXXX, they said that it will continue that increase for all of XX/XX/XXXX, explaining that my escrow account was depleted and required a certain amount at the beginning of each year to meet escrow, PMI and DC property taxes. I discussed with the original mortgage company and title company and they identified the issue that the Title company inadvertently paid the taxes twice- emptying our escrow account (which shows up on public record for the DC government). All XXXX of us (Original Mortgager, Title Company and Myself) called LoanCareXXXX to explain the situation and ask for an adjustment given enough was paid for the XX/XX/XXXX 1st Half DC property taxes due on XX/XX/XXXX. LoanCareXXXX said that "they do not look at the DC government tax website when calculating these rates and will not do so" and that their "property tax department doesn't talk to the escrow department". We explained though that without checking with the government on how much taxes are owed for XX/XX/XXXX 1st half, they would be paying an unnecessary surplus...and withholding an unneeded amount in our monthly payments. The agent got frustrated and told us to send the tax information to LoanCare. I did so on XX/XX/XXXX both via email and their online email system. At this point, the payments listed have not changed, DC government says they cannot return any property tax payment, and LoanCareXXXX has not contacted me back about how they are going to make the proper adjustment.
In short, we just want to pay what we actually owe and have our loan service due their legally required due diligence in serving our loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-25
Perris, CA
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
2017-02-24
Marietta, GA
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
2017-02-24
NH
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: On XX/XX/2017 My wife and I received a credit bureau notification that there was a change to our credit reports. Upon checking the change, it showed that we were 30-60 days late on our mortgage. My wife and I had paid the mortgage each month as required. My wife however had made partial payments in the month of XXXX and XXXX with the full balance being paid by the XXXX of the month. When speaking with our company Loan Care, they said that this happens a lot and on their statements, they say that partial payments are held and when the entire balance is paid, they release the funds. In this case, the funds were applied to the principle balance and from XXXX until XXXX, we had been late, and had been accruing late fees etc. and were never given a phone call to say that we were late nor a letter saying we were late. When we called Loan Care on XX/XX/2017, we asked why we were never notified and we were told that they did n't have to notify us since we are able to access our account on line. Upon speaking to them further they said that the issue happens often and that they were going to fix the problem and update the credit agencies and notify them that this a mistake. As of the writing of this complaint XX/XX/2017, the issue has still to be resolved and our credit reports are still showing us late. We have called no less than 6 times and spoken to several employees who have assured us that the issue was being taken care of and wold be expedited and fixed within 5-10 days. This was almost 50 days ago. We do n't receive calls back when we are told we would from management, our credit reports have taken an unnecessary " hit '' of nearly XXXX points and this company has done nothing to fix or help us when they said they would. Each time we call, we are told by another employee that the situation will be resloved and are given their apologies for the misunderstanding. We are both XXXX and pay our bills accordingly. On today 's date XX/XX/2017 we were told that the issue would take another 5-10 days and that there are XXXX departments currently working on our issue. This is the poorest customer service my wife and I have ever experienced and people who are dealing with this company need to be warned.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-23
Cascade, WA
Loan modification,collection,foreclosure
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
2017-02-23
Fdl, WI
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
2017-02-23
Atlanta, GA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My mortgage loan was transferred from XXXX to LoanCare, LLC in XX/XX/XXXX. At that time, I sent a letter to LoanCare, LLC and enclosed a copy of my XX/XX/XXXX property tax bill which was due in XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX County ) as well as a copy of my insurance policy and my bank information so they could begin auto-draft of my mortgage payments. LoanCare, LLC failed to pay my property taxes from my escrow account and on XX/XX/XXXX, I received a Notice of Intent to Issue FIFA from the XXXX County Tax Commissioner. I immediately contacted LoanCare, LLC and emailed the customer service email regarding the need to pay my property taxes immediately to avoid having a lien put on my property. I attached a letter as well as the original tax bill and a copy of the Notice of Intent to Issue FIFA. I was never contacted by LoanCare, LLC and have called five ( 5 ) times and spoken to several different representatives and one ( 1 ) supervisor who promised to call me back yesterday evening with information. She did not call me. I sent a letter to XXXX XXXX, President of LoanCare, LLC via XXXX explaining the urgency of the matter and the lack of information I 've received about when my property taxes will be paid. He received it on XX/XX/XXXX ( adult signature verified ). I asked him to personally investigate the matter and communicate with me. No one has contacted me as of today, XX/XX/XXXX at XXXX. I have researched the federal register pertaining to this matter ( 12 CFR 1024.17 ) and it states that the servicer must pay the disbursements in a timely manner, that is, on or before the deadline to avoid a penalty, as long as the borrower 's payment is not more than 30 days overdue. LoanCare, LLC had no problem processing the auto-draft to receive my payments each month. They did have a problem processing payment of my property taxes from my escrow account. In my letter to the President of LoanCare, LLC, I stated that errors do happen - I understand that. What I do n't understand is why no one has been proactive in contacting me ( I 've initiated every written and verbal communication ) and why they have n't been able to process payment of my property taxes within 10 business days. I was told by one supervisor that the payment is being processed and would be paid by this Friday, XX/XX/XXXX and she would call me when it 's been initiated. I asked for an email stating that but have received no written confirmation. I have no confidence that this will be done. Yesterday, when I spoke to the supervisor who said she would call me last night ( and did n't ), I told her they need to send my property tax payment in an expedited and tracked method and I wanted the tracking number to confirm the tax commissioner receives the payment prior to XX/XX/XXXX - the date they are going to issue a lien on my property. I told her this was very XXXX for me and causing XXXX. She said she has a house and understands the situation and would call me within two hours. As stated above, I did not receive a call last night and have not received a call yet with status update. This is unacceptable but I am at their mercy in this situation. I only hope they will pay my taxes in full and on time or I will have to pay them myself so my credit is n't damaged. Then, I 'll have a different battle to fight - trying to get LoanCare, LLC to reimburse me!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-23
Bremen, GA
Application, originator, mortgage broker
Mortgage: FHA mortgage
Complaint: The mortgage company LoanCare has not reported correctly to the credit bureau. They reported that I missed a payment and every month after shows a missing payment. What actually happened was the my credit score went up {$70.00} and I Was n't notified to make the change in my bank account since payment is deducted automatically. I owe the XXXX to bring my account up to balance, but the principle and interest payment has never been late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-22
Oakland, FL
Incorrect information on credit report
Credit reporting:
Account status
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-22
Erial, NJ
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
2017-02-22
WA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Last XXXX my home loan was sold to a company called Loancare and as soon as it was sold I received a delinquent notice and a late fee saying that I did not pay my XXXX payment when I did in fact pay it to the previous provider, XXXX. I then contacted my previous provider and they said and sent me proof that I paid my XXXX loan statement which I then forwarded to Loancare to hopefully resolve the issue and find the missing payment. I also sent Loancare copies of my bank statements to show that the money did indeed come out of my account and was not returned to me. Since XXXX I have called dozens of times trying to figure out where this missing payment is and what I can do to help and everytime I call I get generic answers like, " we will escalate the problem '', " we are waiting for the previous provider to respond '', or ( my favorite ) " I see the information you sent us but no actions have been taken yet. '' Right now I am on the second or third attempt of Loancare " contacting my previous provider '' but after doing this for months and never receiving a single call back from a supervisor or making any progress I need to find a new method to try to finally get this missing payment taken care of.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-21
Santa Fe, NM
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
2017-02-21
Windsor Castle, PA
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
2017-02-21
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
2017-02-20
Missouri City, TX
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
2017-02-20
Bremen, GA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: On XXXX XXXX XXXX my mortgage was bought by LoanCare ( Account # XXXX ) from XXXX ( Account # XXXX ). My XXXX XXXX payment of {$1300.00} was sent to XXXX on XXXX/XXXX/XXXX, and on XXXX/XXXX/XXXX my account was credit at LoanCare in the amount of {$990.00} ( less {$350.00} ). I called LoanCare to complain that they amount credited was in correct and they informed me that it was a XXXX problem and I would need to contact them. When I contacted XXXX, they said the full amount was sent and that I would need to contact LoanCare. After contacting LoanCare they tried to make me contact XXXX. After I refused they opened a case to look into the issue. On XXXX/XXXX/XXXX they removed the incorrect {$990.00} AND removed the payment I had made in XXXX to LoanCare and reapplied that XXXX payment at XXXX 's payment. Since that point I have had the correct XXXX payment missing from my account and my account has been 1 month behind in payment history. Since that point I have contacted LoanCare dozens of times trying to get a status for when the missing payment would be reapplied. Each time I first have to explain the ENTIRE situation to the customer service rep who usually tries to argue that nothing is wrong on the account. They finally say they understand and usually say that someone will call me back shortly, but 9 times out of 10 I never get a call back. Finally, in XXXX I was contacted by their Employee XXXX ( Emp # XXXX ) who said she was personally taking over the issue and would have it fully resolved shortly. Since then I have had 0 contact with XXXX who has never called me and never returned a single message that I have left for her. Also in XXXX I started getting daily phone calls saying to please contact customer support. Each time I contacted customer support I was met with a " You are behind on your payments and how would you like to make that payment today ''. I finally was able to talk to a manager who assured me they were turning off those calls for my account, but that never happened. I began to get annoyed by them and paranoid that they would report me to the credit agencies so I started paying my next month 's payment 1/2 a month early. This too has become a point of contention with them since their standard response is " There is no problem, your account is current '', to which I have to explain the entire situation. Fed up with the entire situation I finally mailed in an official notice of error letter to both LoanCare and XXXX. XXXX replied back within a few days acknowledging the issue and with a " Proposed Resolution Date '' of XXXX/XXXX/XXXX, but LoanCare never responded to the letter and when I asked why they seemed unconcerned. I finally got someone on a call with LoanCare that said " We have attempted to contact XXXX about the missing funds and they have n't sent them. So, until then we will not credit this money to your account. You may want to contact them to facilitate the transfer of these funds ''. After contacting XXXX again, they say they have proof that they full amount was transferred and there is nothing else they can do. This is UNACCEPTABLE, I had 0 to do with this loan transition it was n't done because of me so why am I spending countless hours on hold just to be told that they wo n't help or it 's not them that 's the problem, it 's the other guys. This has been 8 months with no resolution in site. PLEASE HELP!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-17
Mesa, 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
2017-02-17
Severna Park, 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
2017-02-16
MD
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: My mortgage was just sold to Loancare LLC ( XXXX XXXX XXXX XXXX XXXX ). I received my temporary coupons in the mail on today. I registered on their website to make my monthly payments via the web. When I tried to make my current payment, although I have XXXX days, I realized the company added a {$10.00} fee to my payment. As I read down the page, they charge their customers ( due date is the XXXX of the month ) : On or before due date-No Fee 1-4 days after due date-No Fee 5-9 days after due date- {$5.00} 10-15 days after due date- {$10.00} 16 days or more after due date- {$10.00} This is a scam and has to be illegal. I would like for these guys to be investigated, I 'm sure they 're scamming ALL their customers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-16
Lincoln, NE
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: RE : Case number : XXXX NOTE : See attached hazard insurance payments ( 2 ) from XXXX.
The attached PDF file with the cancelled checks from the hazard insurance company shows that there were two payments to XXXX XXXX XXXX to completely pay the insurance in full. The annual premium was {$1900.00}. XXXX XXXX received the first payment on XXXX/XXXX/XXXX in the amount of {$1300.00}, and the second payment received on XXXX/XXXX/XXXX in the amount of {$550.00} totaling {$1900.00}. The mortgage was sold from XXXX XXXX to Loan Care on XXXX XXXX, XXXX several months after the Hazard insurance was paid in full and all monthly statements and final escrow statements from XXXX for the XXXX transition was paid in full and in good standing.
Loan Care 's response to case number XXXX dated XXXX XXXX XXXX obviously did not review their own documents they attached to the response of the original complaint. The transition documents from the seller ( XXXX XXXX ) and the Buyer ( Loan Care ) shows there was no escrow shortage in the account and all escrow was paid and up to date. THERE WAS NO ADDITIONAL OR DUPLICATE PAYMENTS IN EXCESS OF THE PREMIUM AMOUNT AS THEY ARE STATING IN THEIR XXXX/XXXX/XXXX CFPB RESPONSE ( Case number : XXXX ).
Within the last couple months, I unfortunately paid what was suppose to be the shortage with Loan Care on XXXX/XXXX/XXXX in the amount of {$460.00} that I want refunded to me as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-16
Gr, MI
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: In XXXX of XXXX, I received an escrow reimbursement check from LoanCare because they said we had an overage in our escrow account. I called them and explained that they needed the money in my escrow account to pay my summer taxes and sent the funds back to them to deposit into my escrow account. When I received my XXXX year end statement from LoanCare, I realized that they never paid my summer taxes from my escrow account. I called on XXXX XXXX, XXXX to ask them why and they said that the issue would be resolved by XXXX XXXX and that someone would call me by then to let me know. When I had n't heard anything by XXXX XXXX, I called again. I was told that the claim was never submitted and that they would send it to their tax department and have it expedited. They said it would be resolved by XXXX XXXX and that someone would call me. When I did n't hear from anyone by XXXX XXXX, I called back again and explained my situation again. I was told they would send it to the tax department and have it expedited. I reiterated that they were the third person to tell me this and asked how I would know that it was going to get resolved. They apologized and PROMISED to call me by XXXX XXXX and that it WOULD be resolved by then. By XXXX XXXX I had n't heard anything and called back for the fourth time. I was given the same story and I then asked to speak with a supervisor. I was told that the supervisor XXXX XXXX would call me within the next 24-48 hours. It has now been almost three days and no one has called me. Six days ago, I requested an advocate through LoanCare 's website to help me get this issue resolved but have not heard from anyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-16
Macclenny, FL
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
2017-02-16
TX
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Our mortgage loan was transferred to LoanCare in XX/XX/XXXX. During that time they failed to pay our Taxes on time, in fact they paid them a year late after a penalty had all ready been added. Here we are once again in the same situation. When they finally paid the XX/XX/XXXX taxes they next day they drafted our escrow account and took out the XX/XX/XXXX taxes so that was on XX/XX/XXXX. Here we are XX/XX/XXXX and the Tax Assessor has not received payment. I have notified the company since XX/XX/XXXX of this and still not able to resolve this issue, and now a penalty has been added. Our payment has gone up about {$400.00} due to the fact they are not calculating the escrow correctly. I have been in contact with the Tax Assessor we live in a small town and everyone is very familiar with one another and they have not received any calls from Loancare concerning this issue. Every time we call we get the run around. It does not take 3 months to locate a missing payment and reissue a check. I do n't know what else to do I am grasping for straws. I have asked to speak with a manager and I do n't get any where all they say is that they will escalate the issue. I have yet to receive a call back from them but I continue to call them weekly.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation