LoanCare, LLC

2017-02-06

Dayton, OH

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My mortgage got transferred to Loancare Servicing XX/XX/XXXX and since then I have had nothing but issues with this company. I set-up auto-payment through their website and when they had n't processed the XX/XX/XXXX payment on time, I called and asked what was going on. They claimed I had entered an incorrect banking account number ( which was not true ), so they could leverage a " Bad Check Reversal '' fee. I later checked the auto-payment summary on their website and the account information was correct. After a lengthy phone conversation with them, they managed to rectify the fee. However, in an attempt to avoid future issues with them holding my banking information hostage and intentionally fudging account numbers and charging me late fees and surcharges, I set-up monthly auto-payment through my banking institution. When the payment processed for XX/XX/XXXX, I went on to their website to ensure the payment went through correctly and saw that they charged me a non-descriptive {$20.00} fee that they took out of my additional principle payment. I received no notification from Loancare that they were leveraging a fee on my payment ( not even on the payment confirmation email they sent me on the payment date ). I also identified that they have the wrong home owners ' insurance carrier listed on my online account, so I do n't even know if they 're actually paying my insurance premiums through escrow. I have tried to call their customer service line 10 times in the past 2 hours and I just keep getting a busy signal. I have been paying this mortgage for over 3 years and have had no issues at all until Loancare took over the loan servicing. At best this company is a bunch of fee mongers, and at worst they 're crooks who intentionally and strategically nickel and dime people.
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

2017-02-06

Stevenson, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan was held by XXXX. I requested a recasting of the mortgage in early XXXX and sent them a check for {$170000.00}. I was informed my loan was sold to LoanCare effective XX/XX/XXXX and they returned my check. I contacted LoanCare XXXX to request instructions for recasting and to whom I should send my check. After six days they did not respond. I contacted them again and was told they would email me instructions. Another week passed and I heard nothing. Finally they did respond and told me it would take 10 to 20 business days to get an answer. I had to involve my original loan company XXXX to intervene and find someone at LoanCare to assist me because I was frustrated. We have been waiting for almost two months to send LoanCare a check for {$170000.00} and I can not get anyone to respond to me. Additionally I am losing valuable interest on the money I would be saving. I finally received a letter stating I should send my money to them and they would recast my mortgage and have it effective XX/XX/XXXX. That is an unacceptable amount of time to wait to lower my monthly payments.
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

2017-02-04

Houston, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Our home was flooded in XX/XX/XXXX & we received checks to repair our home from XXXX with no problem, but we had to forward those checks to our mortgage company, which is Loancare in XXXX. They are refusing to forward our final check to us, in the amount of {$9500.00} ( which we sent to them in XX/XX/XXXX ) -the reason they are giving is because we allegedly owe the contractor we fired in XX/XX/XXXX, {$2500.00}. This is false, because the sub-contractor who actually finished the work for us was paid this remaining {$2500.00}. ( The sub-contractor was approved by Loancare ). The contractor we initially hired was XXXX XXXX of XXXX in XXXX TX, and he was not what he appeared to be, so under the advisement of both the XXXX and our Insurance Adjuster, we fired XXXX. Also, XXXX of the XXXX is in the process of investigating XXXX as they can find no trace of him having a plumber 's license, which was needed to do the necessary plumbing work in our home. We asked XXXX for proof of his license/insurance on several occasions, and he provided false numbers to us each time, and so we terminated his contract with us. We did keep Loancare apprised of everything, including sending them copies of all our correspondence with XXXX, but Loancare still refuses to release our money to us. Loancare is stating that in order to release our money, we need to get a signed statement from XXXX that we do not owe him the XXXX-which he refuses to do-so we are at a stalemate, and therefore can not complete the repairs on our home. We feel that Loancare is just using this as an excuse to hold on to our money, and have told them as much, and we do not get anywhere at all when speaking to a CSR. They will not respond to our repeated requests to release our money-they just say it is " in escrow '', and refuse to release it! We have had horrendous treatment from Loancare from the very beginning, and they have given us a very difficult time on each and every occasion we requested them to forward us a check from our insurance money. They also kept changing the percentage of " inspection completed '', so that they could hold on to our money longer! Loancare are very unhelpful and unprofessional, and we have seen a great many complaints from other people regarding similar issues with this company, and we feel they need to be investigated for these kinds of irregular practices.
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

2017-02-04

Agra, OK

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received a letter from XXXX County on XXXX XXXX, XXXX stating that my property taxes had been requested from a mortgage company but, have not been paid. I contacted LoanCare on XXXX XXXX at XXXX central as I was listening the recording I discovered that I was past due. I spoke to XXXX # XXXX who argued with me about my past due status. She I asked her why I had not received any notices if I was past due? She verified my address, which was not correct. I asked who authorized a change in address ( which is not different from the collateral address ) she informed me that they had received returned mail and changed it to the forwarding address. I questioned why I would not receive a courtesy call before changing the address, there was no answer just an insincere trained apology. I was then transferred me to XXXX # XXXX who went to look into the problem of my past due and hung up or dropped the call. I called LoanCare back on XXXX XXXX at XXXX when I spoke to XXXX # XXXX who was very helpful and discovered that my XXXX payment was applied incorrectly by LoanCare to all principle. She informed me that they would have to reverse all the payments and then reapply them, reverse the late fee, and correct my address, all of these things would be corrected by XXXX XXXX She also said she would correct my credit by XXXX XXXX, and insured me I would receive a letter once complete. I then spoke to her about my original reason for the call my property taxes paid out of my escrow account. She said that she saw where their third party company XXXX requested the property tax information but, it was not paid. She told me that she would put in a request to add a line for the XXXX escrow and get them paid before the analysis in XXXX. She shared with me that this too would be complete by XXXX XXXX, XXXX. On XXXX XXXX, I called LoanCare again @ XXXX and left a call back number. I never received a call back. At XXXX I called again and spoke to XXXX XXXX XXXX he told me the address had been corrected, but the late fee and payment reversal had not been done that LoanCare was behind, he PROMISED me they would be done by XXXX XXXX. On XXXX XXXX, I called LoanCare and listened to the recording where I discovered that I was still past due, I still had a late fee, and I had paid {$0.00} in taxes for XXXX. I spoke to XXXX # XXXX who spoke to the credit department and once again PROMISED me that they were making the reversals " right now '' and the credit would be fixed in the morning. She told me she would call me in the morning between XXXX and XXXX central time to confirm it was fixed but, would have to forward my request to the escrow department. SHE DID NOT CALL. On XXXX XXXX, I received the escrow analysis in the mail ( the XXXX XXXX told me would n't be done until XXXX ) that included an overage check. Which I would not get if they would have paid my taxes. I have had no further contact.
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

2017-02-03

Fairmount Cty, PA

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

Disputed: Yes Timely Response

2017-02-03

Bridgeton, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-02-03

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My home is being sold with a closing date of XXXX/XXXX/2017. I was sent a letter dated XXXX/XXXX/2017 saying my home loan was being transferred from XXXX Mortgage to Loancare a service link company effective XXXX/XXXX/2017. The closing title company called the new mortgage company about 7 days before closing to inform them that they would need a payoff statement from them on XXXX/XXXX/2017. This has not happened. I have contacted Loancare multiple times and been told that it may take XXXX10 business days before they are able to provide this, I have confirmed with them that interest is compounded daily and therefore this XXXX10 day delay will be costing me money because they are not able to give me a payoff statement. I have spoken with several individuals, several supervisors, and XXXX manager who do n't seem to care that my home closing is on XXXX/XXXX/2017 and simply say that it is bad timing, every time someone says they will call me back I do not get a call. There MUST be a way to create a loan payoff statement so that I am not charged beyond the date that I am willing to payoff my loan, if there is not IT IS THEFT!
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

2017-02-03

Leeton, UT

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: Hi - I need help with loadcare. They are charging me late fees when late fees should n't be applied and can not help with this issue via phone support. They 've told me several times that I have to go through their email services, which I have for the last four months and the emails go un-responded to. The good thing is they send you an email which shows that the email has been received and sent. What are my options? Link : XXXX : XXXX XXXX XXXX. XXXX XXXX XXXX Loan number : XXXX I need all late fees, that should n't have late fees applied back to my account. Thanks 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

2017-02-03

San Bernardino, CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My loan was sold to XXXX in XX/XX/XXXX who subbed out the servicing to LoanCare. I have made over 10 phone calls and multiple emails to get them to accurately set up my loan and the only person they will let me talk to is a customer service rep who is limited in their actions. XX/XX/XXXX was the cut over date and the original bank ( XXXX ) sent them the wrong property tax bill. Easy fix I think, well here we are over 60 days later and its still wrong. The first analysis they did at my request the ended up sending us an {$800.00} check for the excess escrow funds. I requested a second analysis on XX/XX/XXXX since the first one was incorrect and I sent them the correct property tax bill and made subsequent phone calls to get an update. No update, lots of promises that a supervisor will call me, that the issue is expediated. Same scripted responses from each customer service rep and those are the only people you can talk to. Email responses are simply canned emails that assigned a ticket number. Well, I have never received the promised call backs or a solution. Today I look at the account online and I see not only did they not make the correction of the property tax they increased my monthly payment. In addition they are going to be sending out my property tax payment which will pay a a year and a halfs payment! What in the world? This is the most inefficient company with the absolute worse customer service available. I am a borrower who has received nothing but a run around and now I can only think of legal action to get this done so I can refinance and LOANCARE pay the costs. I am an office manager for a law firm and looking closely at my options. It 's not rocket science to have this done correctly. My property taxes are reduced to {$510.00} a YEAR due to my husband being a XXXX vet ( A TERRIBLE WAY TO TREAT A VETERAN ) and this company show our taxes at {$2300.00} a year plus are getting ready to send the county over {$1300.00} as XXXX of the payment. How in the world could they have come up with a payment increase when clearly my payment should be decreased and we are due another refund. This company is hanging onto OUR MONEY, it is not theirs but obviously they are using my funds. Let me make this easy : Here is the breakdown : Mortgage {$750.00} Taxes XXXX ( {$510.00} annually divided by XXXX ) rounded Ins XXXX ( {$770.00} annually divided by XXXX ) rounded TOTAL MONTHLY PAYMENT : {$850.00} How in the world does that add up to {$1000.00} dollars a month? Does n't matter what I do I can get this corrected!!!!! TAX BILL EXCERT : FIRST INSTALLMENT DUE SECOND INSTALLMENT DUE XX/XX/XXXX XXXX XX/XX/XXXX XXXX TOTAL TAXES DUE XXXX LOAN CARE CLAIMS : Payment Amount {$1000.00} Home Owners Ins : XX/XX/XXXX {$770.00} ( they got this correct, but it is the only thing correct ) COUNTY TAXES SemiAnnual XX/XX/XXXX Payment {$1300.00} TOTAL TAXES {$2600.00}
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

2017-02-03

Red Bank, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: No Timely Response

2017-02-03

FL

Settlement process and costs

Mortgage: FHA mortgage

Complaint: our home loan was bought out by Loancare, a servicelink company division of XXXX. A few months after, they asked us to do a government refinanace to save money. It was happening all over the country for this type of loan, so we did. At closing, notary said, '' by the way, you will get $ XXXX in escrow reimbursed. '' We soon got a check from loancare for $ XXXX and another for $ XXXX. We saved the checks for almost a month until we could check to make sure we did n't have to put them in escrow for new loan. I called loancare to ask. She said " no, you may spend them on whatever you like or double your payments. '' We deposited the checks 20 days after we received them. I doubled up on payments of my bills. Then when I checked my bank acct., the check had a stop payment and I was charged a return item fee. Called loancare and they said " we called and left a message for you on XXXX/XXXX/17 not to spend that money as it was a mistake. '' no message, email, nothing. ( This was on XXXX by the way ) the check was issued to us on XXXX, deposited on XXXX and taken out of my bank on XXXX. After speaking to XXXX people telling me it looked like we should have the money in the acct. Finally, " a supervisor '' very quickly found the so called mistake. A customer made an escrow payment and " accidentally '' put my loan number on the check. XXXX When they found the mistake, they stopped payment. They would be glad to pay my overdrafts, but not return the XXXX I had spent, as I was told to do. I threatened suit and they told me I had that right and to go ahead but they would not return the money I was promised, recieved, told to spend and then stripped of from my bank acct. These people are liars and crooks.We never received a note, call or anything regarding this problem. XXXX representative said, " you need to call your first loan servicer! '' I said, " That would be YOU! '' She did n't even know I was a customer of theirs. I told them there was a series of mistakes on their part and none on ours, that we called before we even deposited to make sure we did n't have to put on new loan, not to ask if the money was ours, because we were TOLD we would be getting that money. " XXXX '' the supervisor then asked how I would feel if i had made a mistake and written my wrong loan number and someone else got it. I told her I did n't believe that 's what happened and do n't even try to appeal to my morals as I had done nothing wrong. But that I had overpaid my credit cards and now it would be taken from my job paycheck and I would n't have enough to live on.
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

2017-02-02

Shadle Garland, WA

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: Yes Timely Response

2017-02-02

MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Loan Care aka XXXX bought my loan and I started making payments to them in XX/XX/XXXX. I have made XXXX payments to them to date for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. Every single payment has been applied incorrectly to my account. I made a payment on XX/XX/XXXX to satisfy my XX/XX/XXXX payment. They applied it as a principal curtailment and did n't bump my due date. I called several times to have it reversed and reapplied correctly. They eventually reversed and satisfied my XX/XX/XXXX payment BUT they applied it as of the day they fixed it ( XX/XX/XXXX ) not the day they received the payment ( XX/XX/XXXX ). Made a payment XX/XX/XXXX for XX/XX/XXXX and their automated system confirms they received it that date but they did n't credit my account until XXXX. I made and they received a payment XX/XX/XXXX to satisfy XX/XX/XXXX payment and they applied it as a principal curtailment again. I have called and called these people and nobody can tell me why every payment is applied incorrect nor do they ever fix my account. It is now XX/XX/XXXX and my XX/XX/XXXX payment is late when I made it XX/XX/XXXX. I 've called 6x just in the past two weeks without anyone resolving my issues or answers as to why this is happening. I 'm running out of time before a late fee will be charged for my XX/XX/XXXX payment, which eventually be reported to the credit bureau. They said if it gets to that point they will fix it but they have n't fixed ANYTHING yet. How will they fix a false report to the credit bureau?
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

2017-02-01

Succasunna, NJ

Loan servicing, payments, escrow account

Mortgage: Other mortgage

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

Disputed: Yes Timely Response

2017-02-01

Evergreen, CO

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

2017-01-31

Bohemia, NY

Making/receiving payments, sending money

Bank account or service: Other bank product/service

Complaint: Hi. Tha complain is about Loan Care Bank where my mortgage company is after XXXX XXXX XXXX sold it to them. The thing is that I sent my payment on time from NY to PA that is their payment center and have passed 12 days and they said that this payment has not received and now came new month and I went to their website to check if the payment was receive and appears a note that says that my account is 30 days past due!! But I was reading reviews and I am not the only one that happened also they do not post the monthly statements on time. Now my credit score will be low just for something like this.
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

2017-01-30

Cape Fear, NC

Other

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

2017-01-30

Houston, TX

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

Disputed: No Timely Response

2017-01-30

GA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: LOANCARE, XXXX. XXXX XXXX, XXXX, VA is an absolute nightmare to work with. My home loan was sold from XXXX to this company and the experience has been absolutely terrible. I have never had an issue before contacting XXXX either by phone or online and have had zero issues with that company or making my home loan payment. I can not say the same for LOANCARE. I have not been able to contact them by phone or any other method in order to establish payment or create an online account with them to pay or check my account. This company is an absolute nightmare and the problem is compounded as I am at their mercy since these loans are bought and sold at whim it seams.
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

2017-01-30

WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: The company LoanCare LLC failed to pay my property taxes in a timely manner.
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

2017-01-30

TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: my husband passed away and he had credit life insurance so my mortgage should be paid off but loancare are still makin me pay and and they keep raising my house payment and now they are sayin I owe XXXX $ late fee which I do not I mailed and owe them nothin
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

2017-01-29

Glendale, CO

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I am writing to document a formal complaint against XXXX and LoanCare mortgage servicing companies. Recently, XXXX ( XXXX, XXXX ) purchased my mortgage from my previous lender, LoanCare ( www.myloancare.com ). The transfer process has been very frustrating ; consumers should not be collateral damage in the loan transfer process, particularly given the fact that consumers do not consent to the buying and selling of their mortgages. This has created an incredible amount of work for me and wasted a lot of time, and this clearly has been the case for others too, as evidenced by XXXX ' reviews and LoanCare online. On XX/XX/XXXX, payment from XXXX to LoanCare went through for the remaining principle ( based on a XX/XX/XXXX calculation ) for my mortgage ; however, on XX/XX/XXXX, LoanCare also auto-drafted the monthly payment from my checking account. LoanCare does not have record of this on my online profile and they have not forwarded this payment to XXXX as both companies have said they would through the transfer process. XXXX now has sent me to a debt collector for failure to pay my XXXX payment and plans to auto- draft double my monthly payment from my checking account on XX/XX/XXXX. This is unacceptable, and has to stop. Consumers rights need to be protected during the home buying and selling process and the onus of record keeping should not fall to the consumer, the innocent bystander in this process. To make matters worse, neither LoanCare nor XXXX offers customer support on the weekends. I work a very busy job with long hours and am not available to troubleshoot and clean up the mess that XXXX has created during the weekdays.
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

2017-01-27

Pearland, 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

Disputed: No Timely Response

2017-01-27

Huntsville, AL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Loancare LLC became my new mortgage servicer on XX/XX/2016. XXXX was my old servicer. XXXX said my new mortgage payment would be {$400.00} beginning XX/XX/2016. Loancare billed me for {$480.00} for XX/XX/XXXX and continues to do so. I submitted documentation from XXXX and asked XXXX to do so as well. Loancare says they never got the documents, says I am behind, and at risk of foreclosure.
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

2017-01-27

Lewisville, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My Mortgage was transfered/sold to LoanCare ( XXXX ) sometime between XX/XX/XXXX and XX/XX/XXXX ; hard to tell due to this company 's false and illegitimate business practice! They stated my escrow account was short for beginning year XX/XX/XXXX, and increased my monthly amount for escrow. I contacted them ( XXXX ) because my required monthly escrow amount increased ; they explained that my home insurance increased. I already knew this, but wanted to speak with this company for first time after reading online reviews. In addition to my home insurance increase ; LoanCare added another immoral fee themselves. So I called to ask for explanation ; why the difference in paperwork regarding my escrow account, I was disconnected after asking to be put on hold. This is my first experience with LoanCare ; as my loan was recently sold to them. After reading the online reviews at this link " https : XXXX '' ; I ask that this company be exposed immediately! These people are playing with homeowners homes ; ultimately, their lives! Is this what the government has allowed our country to become ; it 's hard working citizens being legally robbed.
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