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 81
2017-02-15
Bethlehem, GA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Purchased our home in XXXX of XXXX. Our XXXX payment was made in XXXX of XXXX. Loan care servicing center was responsible for taking our payment and process it. We made our payments on time every month and never sent in a payment, I always called and spoke to someone and they made the payment as an ACH transaction.. Our mortgage was sold in XXXX or XXXX to XXXX. We continued to make monthly payments to them via phone. It was n't until XXXX that we called to make a payment and were informed we were 30 days behind. After many phone calls we disputed a missing payment they said we had in XXXX XXXX. After faxing and emailing proof of payment they changed the month of the missing payment to XXXX of XXXX. After this date was verified payed just a few months ago the now new date up for dispute is XXXX of XXXX. We have provided and ACH transaction proof from our bank and we 're told by the End of XXXX XXXX we would be receiving a letter letting us know the problems had been corrected and the late fees and missing payment would be resolved on my husbands credit report. This case has been escalated 3times in a year. As of the XXXX of XXXX, we received yet another email saying the ACH transaction was not enough evidence. After having a XXXXway conversation with our current mortgage company and loan care the night of XXXX XXXX, Loancare hung up on us twice and we nothing was resolved. We have sought legal advise and Loancare still refuses to fix the mistake on their end. They have our transaction for XXXX XXXX being sent back to our bank as insufficient funds. We have provided them with proof on our bank statement that it was never put back in our account and the ACH transaction was posted to the account. They have more than enough proof and are refusing to accept something happened on their end. This has been over a year we have been fighting this and my husbands credit has been ruined in the process. Attached is all the proof we have ever given them and they are still saying it is n't satisfactory.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-14
Coeur D Alene, ID
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
2017-02-14
FL
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: I currently had my mortgage sold. I had no idea this was happening. I was never notified. Now they have paid out numerous insurance mishandled my money, lied, charged me late fees, increased my house payment and refuse to help me. I have had over XXXX mortgages and I have never had so many issues. Loan Care LLC is scamming and stealing. How can I fix these issues. They are stealing from me!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-13
Succasunna, NJ
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
2017-02-13
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
2017-02-13
Pinellas Park, 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
2017-02-12
Corvallis, OR
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage was sold last year to XXXX XXXX and is processed via Loancare. As of XX/XX/XXXX we qualified to have our mortgage insurance, which is about {$200.00} a month, dropped off our mortgage payment. Loancare told me how to request that this insurance be dropped. I followed their instructions and had no response. I tried again and had no response. I have spent hours on the phone trying to work this out. Sometime their people do n't know what I am talking about other time they can see that I have sent in the request and that no one has done anything about it. I have since looked up this problem and it seems like lots of people are having issues with their mortgage via Loancare in the last month or so. I feel like they might be scamming people out of lots of money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-12
MD
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
2017-02-11
NC
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: My mortgage company is Loancare LLC out of XXXX, VA. They received my payment on XX/XX/2017 but returned it for insufficient funds. I know for 1000 % that the money was in my account and the bank never charged me an overdraft fee which would have happened if the check was truly returned. I 've emailed them but I 'm not expecting a response due to their track record online. SHUT this company down. How many bad reviews do they have to receive before someone will do something? I am literally 2 months into my very first mortgage and already having issues with them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-11
CA
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: I have been paying my mortgage religiously ( even when i was XXXX by the Government ), we refinanced our VA loan in XXXX XXXX and were told that our payment would not be due until XXXX XXXX ( which we made ). Never paid much attention to our credit report because we were n't making any purchases ( houses, cars, etc ) but when my car went belly up i was surprised at my high interest rate on my car loan ... .so i had my credit looked at by a financial planner friend of mine.
And low and behold, LoanCare " services " filed on me not paying my loan in XXXX XXXX, my credit score dropped almost XXXX points and has caused my car loan rate to be higher and blocked the ability to buy another house if i wanted to in the next 4 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-10
Ft Myers, FL
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
2017-02-10
WA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: The mortgage service company Loancare accepted my XXXX payment, but did not credit my account. Despite several phone calls they started sending certified mail threatening foreclosure. I made 3 payments in XXXX, but the notices continued. I have now logged over 30 hours on the phone with this company and provided my cancelled check image 7 times. They repeatedly promise to look into the issue or elevate the issue, but now its been 3 months and they still have my money with no credit to my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-09
Brentwood, TN
Disclosure verification of debt
Debt collection: Mortgage
Not given enough info to verify debt
Complaint: This is my first VA loan. I chose XXXX Mortgage and they have shared and sold this acct to several other companies. After falsifying documents and violating TN codes and statutes. Being that they have violated the laws to alter the the deed of trust the document can not be attached to the existing acct. The company claiming possession of the acct with a new acct number is LOANCARE. Once I received notice that the acct had been transferred and a new acct number created I contacted them before the first payment was due. I received a monthly statement dated XXXX/XXXX/XXXX on or about XXXX/XXXX/XXXX from Loancare before receiving notice from them that they were in possession of the account. Which was on or about XXXX/XXXX/XXXX. The notice of transfer was dated XXXX/XXXX/XXXX. I contacted the company XXXX/XXXX/XXXX and asked for a payoff statement, debt validation and full disclosure to include a copy of the original wet inked signature page ( front and back ) of the promissory note. I requested these documents due to the fact the company delivered incorrect contact information and no payoff amount while on the call. I wanted to be sure they gained information honestly. Also to be sure no additional misinformation was transferred. I told them I wanted no future problems. Also to send it asap so the payment would n't be late. And informed them not to report to any agencies until they sent the requested documents. I was told the information would be sent out to me that day. The documents never came. I contacted them on XXXX/XXXX/XXXX the same request and still nothing. Although they say they sent them out and acknowledged that the request was made on an earlier conversation. I was told the documents would be expedited to me by XXXX a rep. The documents never came. Although while waiting on the documents I received a DELINQUENCY NOTICE XXXX/XXXX/XXXX with threats to jeopardize my credit rating, LOAN MODIFICATION ( XXXX/XXXX/XXXX ), NOTICE OF THE RIGHT TO FORECLOSE ( XXXX/XXXX/XXXX ). I contacted them XXXX/XXXX/XXXX and was routed to a dead phone line, they hung up on me. I called back on XXXX/XXXX/XXXX. On this phone call after speaking with a collections rep and a collections supervisor it was brought to my attention that the acct was trans ferred on XXXX/XXXX/XXXX and all of my calls since the beginning were routed to collections. Also the fact the collections dept could n't order documents. I spoke with a customer srvc supervisor that asked if any rep ever told me to put the request in writting. I told her no and sent the request in writting via email ( recommended by supervisor ) on XXXX/XXXX/XXXX. On XXXX/XXXX/XXXX I received an acknowledgement email stating they would conduct a thorough investigation and reply in 5 days. Also not to resubmit as it would cause delay. They never responded. On XXXX/XXXX/XXXX I contacted them and a digital email was sent to me with XXXX pages. I had been told on several occassions by reps that the acct consisted of XXXX, XXXX and XXXX pages. I was told again that a paper copy would follow. It arrived XXXX/XXXX/XXXX. It was only XXXX pages. I informed them that the documents were n't copis of the original. The rep stated that XXXX XXXX granted the right for them to do what they were doing. That they had my promissory note with signature now and excuses would not stop them from enforcing collections with or without giving full disclosure.. That they intended to report to the agencies on XXXX/XXXX/XXXX and they would send The Notice of default. I informed him that the Notice had already arrived. Meaning that they had accelerated the process without due process. He was extremely rude, argumentaive and threatened foreclosure. He said the documents on screen were true and exact. My goal is clarity, validation and how they plan to foreclose utilizing a deed of trust being that no Master form of Mortgage was ever filed with the County. It 's the LAW! XXXX and XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-09
Seneca, SC
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: I contacted LoanCare in XX/XX/XXXX and advised them not to pay property tax bill until revised statement was received as my residency had changed and my property tax bill was going down significantly. I received revised statement and forwarded them a copy. On XX/XX/XXXX they paid the incorrect amount ( {$5000.00} vs. {$1800.00} due ). I immediately contacted them and they stated they would open a case to investigate. They stated that they had to pay the initial bill since it was due. The original bill was not due until XX/XX/XXXX I made several attempts to follow up, but to date ( XX/XX/XXXX ) they have not credited the difference to my escrow or issued a refund. I contacted my county tax office and they stated they issued a refund check for the difference on XX/XX/XXXX. I called LoanCare again and they state they have no record of receiving this payment. I asked to have a manager call me back and they have not. I have since paid the loan off in full and I would like the difference refunded ( in addition to my current escrow balance ) immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-09
NJ
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage company, Loancare, purchased my loan from XXXX. My XXXX monthly payment went up {$400.00}. When I called Loancare, I was told that an escrow analysis was conducted in XXXX of XXXX. At that time it was determined that there was an escrow deficit in excess of {$3000.00}, which is beyond the normal course of affairs. Neither my taxes nor home insurance went up enough to cause that kind of deficit. I first called Loancare and emailed them with my issue on XXXX XXXX, requesting a full escrow history analysis. In the intervening time, I have been promised on XXXX occasions that a supervisor would be in touch that day or the next day, only to have that not occur. For two weeks, it was impossible to stay on the line and wait for an agent -- XXXX had to opt for a call back, which made it difficult to communicate with Loancare. Between XXXX XXXX and now, I have had the following information given to me agents/supervisors only to have the next XXXX refuse to acknowledge and confirm what was said : 1 ) XXXX agent, looking into the matter, indicated that it seemed that when my loan was purchased incomplete escrow monies came over and escrow monies were erroneously applied to principle ; 2 ) I had a supervisor last weekend explain that every payment I have made is being manually readjusted ( even dating back to XXXX before Loancare bought the loan ) -- the following agents have refused to confirm this ; 3 ) I was promised that the situation would be escalated to upper management and that I would be receiving a phone call on XX/XX/XXXX. That day has come and gone, as is par for the course with Loancare and how it seems to do business.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-09
Greenwood, CA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: We purchased our home in XX/XX/2016. In XX/XX/2016 our mortgage was transferred to another bank. In XX/XX/2016 it was transferred yet again to another bank. Our last payment to the second bank was misapplied onto principal instead of to our monthly payment. Since XX/XX/XXXX we have been in continual contact with the second and the third mortgage company trying to get the XXXX payment put back onto having been XX/XX/XXXX payment instead of some random payment to principal. We were worried about our credit looking bad and finally made a payment to the newest lender with their assurance it would be applied to XX/XX/XXXX ( not reapplied to XX/XX/XXXX, as that payment was trying to get fixed ) but it was n't and we are now repeatedly coming up as weeks behind on our mortgage. The chain of our mortgage was : XXXX then XXXX and now Loancare. We have done all that we could and decided to reach out to you for help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-08
Franklin Lks, 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
2017-02-08
Lincoln, NE
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I DO NOT TRUST Loan Care, regarding my mortgage account transfer from XXXX XXXX. TO Loan Care has been a disaster since Loan Care bought the loan from XXXX. I was given notice by XXXX, and Loan Care on ( received date ) XXXX/XXXX/XXXX and XXXX/XXXX/XXXX respectively notifying me of the change of loan ownership. HOWEVER, though XXXX has stated to me that the escrow account was paid up and scheduled and receiving payments accurately and timely, with an ending escrow transfer amount to Loan Care of {$1000.00}, Loan Care in less than 30 days shows a escrow shortage of {$830.00} in their XXXX/XXXX/XXXX Annual Escrow Disclosure Statement and changing the monthly payment from {$1000.00} to {$1000.00}. This same Annual Escrow Account Disclosure Statement inaccurately shows my hazard insurance amount of {$2400.00} when it should have been {$1900.00} ( + {$550.00} ) and the Taxes of XXXX when it should have been {$2900.00} ( - {$20.00} ). I confirmed with XXXX that they had been using the correct amounts and they showed the transfer statement with the correct amounts to Loan Care.
On or about XXXX/XXXX/XXXX after spending 3.5 hours with XXXX Loan Care 's Customer Service Agents to get to the Escrow Hazard Insurance Department on a XXXX call to my Insurance Agent to straighten this out, I had to separately call the Loan Care Escrow Tax department and go through the same thing except they had to have verification by mail from the XXXX Assessor.
When I received the XXXX statement on XXXX/XXXX/XXXX my monthly payment has now gone from {$1000.00} to {$1100.00} even though their XXXX/XXXX/XXXX letter stated my new monthly payment would now be {$1000.00} with the incorrect Hazard Insurance and taxes. On another Annual Escrow Account Disclosure Statement dated XXXX/XXXX/XXXX, it now shows my shortage amount to be {$550.00} and my new monthly payment to be {$1100.00} even though they credited back the hazard insurance amount of {$550.00}.
When I received my XXXX statement on XXXX/XXXX/XXXX, the statement shows a mortgage payment amount due of {$1000.00}. In their Important Messages section it states that all partial payments will be held in a " separate suspense account '' and until the higher payment amount difference is received, the payment will then be paid against the principal and interest. Since I 'm not receiving basis interest points on this held money and I 'm paying interest on the higher principal not getting paid down, this seems like usury and illegal.
Out of frustration again on the phone with a Customer Service Agent on XXXX/XXXX/XXXX who calculated my escrow account over the phone, said my shortage would be {$460.00} if I wanted to keep my monthly payment of $ XXXX/mo. I paid this amount over the phone though I do n't feel I should have since the account was transferred with the escrow account at PAR or paid up. On XXXX/XXXX/XXXX I received another Annual Escrow Account Disclosure Statement dated XXXX/XXXX/XXXX showing now that I have shortage of {$93.00}. On or about XXXX/XXXX/XXXX I again call Customer Service Agent who transferred my call to a Supervisor who promises to send me a email with the full detailed disclosure from the time they received the loan to validate the shortage and could not give me any reason why all of this confusion with my account. As of this writing I have not received any information to detail this accounts accuracy.
I would HOPE that the XXXX will encourage Loan Care to produce a detailed ACCURATE accounting of this escrow account to validate their inconsistent and erroneous statement data and determine if any illegal activity has transpired.
Regards, XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, NE XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-07
Indianapolis, 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
2017-02-07
Irving, 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
2017-02-07
WI
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: Hello, Recently my FHA loan was transferred to LoanCare, XXXX from XXXX XXXX XXXX in XXXX of XXXX. It appears that they are trying to illegally obtain additional escrow " padding '' payments. It is my understanding that only XXXX of the total anticipated annual disbursements are able to be required by the lender as a cushion at the beginning of the year before escrow payments are made throughout the year. Which in my case would be an {$800.00} cushion as I have {$4800.00} in total yearly disbursements.
On XXXX XXXX XXXX I received an annual escrow account statement telling me that I have an escrow shortage and telling me that I need to add an additional {$390.00} to my monthly escrow payment to make up the shortage even though I have {$860.00} currently in my account. This would bring my total monthly escrow payment to about $ XXXX/mo. Which would result in over {$8800.00} at the end of XXXX when you add in my current balance. It appears that they are requiring me to keep a full 12 month cushion in the account instead of the maximum federal law requirement of XXXX of my total yearly disbursements as previously stated above.
Under XXXX XXXX XXXX my monthly payment was XXXX and nothing has changed in terms of my yearly escrow disbursements. Under LoanCare they are increasing my monthly payment to XXXX to make up for what they are calling an escrow shortage which is clearly unlawful since it is requiring far more than a 2 month padding for the year.
I have contacted LoanCare multiple times and they are unwilling to resolve the issue and keep saying I have an escrow shortage. Please advise on how to resolve this problem Thank you XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-06
Lincoln Park, MI
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
2017-02-06
Statesboro, 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
2017-02-06
VA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: As of XX/XX/XXXX, LoanCare ( previously XXXX ) has not corrected a payment mistake on their part ( of which they have admitted ) that goes back to XX/XX/XXXX. As a result of this neglect, my credit report contains errors, falsely stating that I have missed payments, and consequentially affecting in negative financial ways my potential application for a loan. After contacting the company multiple times since their original mistake in XX/XX/XXXX, I was assured each month, sometimes multiple times a month, that the issue had been resolved when it in fact had not been resolved. Had I not been closely monitoring both these many payment mistakes LoanCare has been making over the past months, as well as closely monitoring my own credit report, LoanCare would have continue these mistakes and damaged my credit further. At no point did anyone from LoanCare follow up within their own company to make sure the problem had been resolved. When I was able to escalate the problem to a supervisor, XXXX ( ID XXXX ), she said she would follow up with me with a phone call to make sure the problem was resolved. That never happened. I spoke to a second supervisor, XXXX ( ID XXXX ) following this who again assured me that she would have someone contact me with a resolution. This also never happened. After calling LoanCare 's main office and speaking to the CEO 's assistant, I was directed to the department of customer service escalation, particularly to XXXX XXXX. XXXX left a voicemail on XX/XX/XXXX telling me that he was working on the issues to resolve them, and that he would call me back the next day with an update on their progress. XXXX never called back. I then left a voicemail for XXXX on his voicemail asking for the update he promised, but he never returned my call. Because my mortgage payment was due on XX/XX/XXXX, I called him back again and left another voicemail asking for an update, but he never returned this second call either. On XX/XX/XXXX I called XXXX ( XXXX ) and explained the situation to him up to that point, and he assured me that LoanCare would fix their mistakes, both within their company and to my credit report. He also said he would take care of XX/XX/XXXX 's payment that was due on XX/XX/XXXX, and as of today that has also not happened. He then sent a letter to my email address, acknowledging " the multiple attempts you made to get this issue resolved, '' vaguely stating that LoanCare was " running down the root cause of the matter, '' and " The tape has been sent off to the reporting agency. Once received, they will make the necessary corrections. '' The attached letter indicated it may take up to XXXX days* to resolve the errors they caused on my credit report. I replied via email to XXXX and to LoanCare 's president, XXXX XXXX XXXX XXXXXXXXXXXX ), but have received no reply from either XXXX or XXXX.
In addition, LoanCare 's customer service system at times makes it literally impossible to seek help and service. On multiple occasions, their phone system would indicate that they were experiencing high call volume, and it would prompt the customer ( me ) to enter a phone number so that someone could call back when available. When I entered my callback number, the phone system said someone would call back. When I did receive a phone call back from LoanCare, it was an automated phone call, not a person, and the automation simply gave LoanCare 's phone number to call ; the same phone number that prompted me to enter my phone number to receive a call back, which again turned out to be an automated message. This literally left no way for the customer to reach out to the company. If I had not contacted LoanCare 's main office, there would have been no way to receive any help or service for their mistake, other than to call all day and hope their volume of calls slowed down.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-02-06
VA
Loan modification,collection,foreclosure
Mortgage: VA mortgage
Complaint: I closed on my loan XXXX/XXXX/XXXX with XXXX. On XXXX/XXXX/XXXX I received a welcome letter stating the subservicing of my loan was transferred on XXXX/XXXX/XXXX from XXXX to LoanCare, XXXX on the behalf of XXXX the servicer of my mortgage.I had sent my first payment to XXXX because of the late notice of change. From XXXX XXXX, XXXX LoanCare could not find my first payment because it was mailed to XXXX. Therefore I was always 30 day behind. I mailed copies of cancelled checks from my bank to them but they could never find the payment. Well in XXXX XXXX I was out of work due to a XXXX injury from when I was in the service. In XXXX XXXX I went to county records and verified that the deed wad still with XXXX and that nothing had been changed from the day I purchased my home. On XXXX XXXX, XXXX I went to county records to notice that a substitution of trustees had been appointed and that XXXX XXXX was assigned the note and now the holder of the note having interest in the indebtedness secured by the deed of trust and then XXXX XXXX appoint and and substitute XXXX XXXX XXXX, XXXX, as trustee. Then I received a letter from my mortgage had been sold or otherwise transferred or assigned to a new owner XXXX as of XXXX/XXXX/XXXX. This was just informational purposes only and required to continue to make payments to my current servicer. Well LoanCare recently sent my payments back and wants to start foreclosure. I sent in paperwork for a modification and they denied me. I do not know why they denied me. They called me over the phone and said it was denied and that I would receive the reason why in the mail and also that they were starting the foreclosure procedure.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation