LoanCare, LLC

2017-01-26

Klein, 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

2017-01-26

Las Vegas, NV

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

Disputed: No Timely Response

2017-01-26

PA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I was contacted by Loan Care and informed that they would be collecting property taxes from my escrow totaling over XXXX dollars. I called Loan Care and informed them that my property taxes are exempt because I am a XXXX veteran. I also explained to Loan Care that the Title Company submitted the property tax information in closing of the mortgage loan and the exemption is recorded in XXXX County Deed of Records. Loan Care informed me that I am not allowed to speak with the tax department and to send them a tax bill. I explained that I do not receive a tax bill from XXXX XXXX XXXX because the taxes are exempt and I had already sent Loan Care the property tax information. Loan Care disconnected the call. I called back to Loan Care and they told me that they were not going to ask the title company for any information and they did not receive my tax information. I am asking for Loan Care to accept my Property Tax information from XXXX County and the Department of Veterans Affairs and then update my records. I am also asking that Loan Care stop having people answer calls that do not have authority or competence to handle customers needs. Finally, I am asking Loan Care not to collect money from my escrow account for property taxes and to address the issue of the Loan Closing being improperly handled.
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

2017-01-25

Virginia Bch, VA

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

2017-01-24

Patterson, MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan was transferred to LoanCare on XX/XX/XXXX. They told me I had to make a one-time payment for XX/XX/XXXX because auto monthly payments would not kick in until XX/XX/XXXX. In early XX/XX/XXXX, I made a one-time payment, which included {$5.00} late fee because I did not pay before XX/XX/XXXX, and I enrolled in auto monthly payments as well. The one-time late fee was supposed to be refunded because ( a ) it was impossible to make a payment before my loan was transferred and ( b ) they are not permitted to charge late fees in the first month. Contrary to what i was told, the auto monthly payments started in XX/XX/XXXX and I therefore made two payments in XX/XX/XXXX instead of one. I have asked countless times for a refund and they say the will, but never end following through.
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

2017-01-24

Long Beach, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: LOANCARE records show that I am one month behind in my payment. This started XX/XX/2016. They started servicing my loan XX/XX/XXXX. I sent them the payment XX/XX/XXXX. Then in XXXX, I receive a statement with a balance of {$4800.00}. I called, they told me they never received my XXXX payment. On XX/XX/2016 and XX/XX/2016 I faxed them documentation from my bank that my XX/XX/XXXX payment had been sent. I unfortunately wrote the incorrect account number. I called on XX/XX/XXXX to follow up and they told me that they never received my fax. They asked me to email the information to the Consumer Solutions Team which I did on XX/XX/2016. They never replied in 3 to 5 days. I called them last week on Tuesday, XX/XX/XXXX to follow up and they said that they had all the documentation they needed and that they would update my account, that my account was up to date. I called back today and spoke to XXXX to follow up and he had nothing in my account reflecting the above. He said that I owed them money for escrow, {$2800.00}. He went on to say that I paid {$210.00}, I asked when. He finally understood that I was calling to follow up to make sure that all my payments had been received, including the XX/XX/XXXX payment and he said that I had to fax them the bank statements showing that I had actually made my payments. I told him that I was back to square 1 and that I had already submitted all the information they requested. I told him I sent everything in last month. After going around in circles with him for about 15 minutes, I asked to speak to a supervisor, he just abruptly transferred me to XXXX who said was a supervisor. I went on with him for about another 30 minutes and then he said, well, I see here that you made a {$1500.00} payment, I said when? My payments are {$2500.00} a month. I am calling to make sure that my account is paid up to XX/XX/XXXX. He said, no maam, you are behind in your XX/XX/XXXX payment. I said XX/XX/XXXX? I thought it was XX/XX/XXXX, I said please triple check your records and then he mentioned about checking the incorrect account. Then he went on to say that I owe them {$2800.00} for Escrow and that they still have not received my XX/XX/XXXX payment. I told him that my XX/XX/XXXX payment was sent out on XX/XX/XXXX so they should have it now, he said no, we do n't have it yet. He asked me to fax all the bank statements again so they can review. I told him I already sent them the information they requested. He said to fax it again. I asked him to please let me speak to someone above him, someone that could escalate my issue he said, let me give you a phone number, he have me XXXX which is the customer service number I called. I explained that to him and he said, maam that is the number you need to call. I said that is the number that I call for customer service, he said no maam, that is not the customer service number and wanted to argue with me. I told him that I did not want to argue with him but that I was looking at my cell phone which showed me the number I called and it was that one. I asked him again that if there was a department so I could escalate this and he transferred me to take their customer service survey. I am so frustrated with this issue that has been going on since XX/XX/XXXX. Please help me.
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

2017-01-24

N Las Vegas, NV

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

2017-01-24

East Rockaway, NY

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My loan was sold to loan care from XXXX XXXX XXXX and I yet to receive a letter from them with my new account even though XXXX told me the sale is effective XX/XX/XXXX. By law I am supposed to receive a letter 15 days or greater. Today is XX/XX/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

2017-01-24

Gilbert, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-01-24

Durham, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Open letter to LoanCare CEO XXXX XXXX, Senior Vice President, Loan Administration XXXX, Executive Vice President and Chief Operating Officer XXXX, Senior Vice President, Client Relations XXXX, Senior Vice President of Loan Conversions & Escrow Department I bought a house two years ago. My loan was sold twice. The current loan servicer is LoanCare LLC. The county in which I live sent me a property tax bill in XX/XX/2016 which is normally paid by the mortgage servicer who manages the escrow account. XXXX went by without a payment by LoanCare LLC to the county for taxes. I received a follow-up letter from the county that said I ws in default and that if I did not pay immediately I would incur penalties and interest. Therefore, I immediately paid the taxes due directly to the County. The taxes are now paid in full by my own payment. Since then, LoanCare claims to have paid my taxes out of my escrow but the County Tax Administration states that they have only received one payment, and that payment was the payment I made from my checking account. I have receipt from County proving I paid these taxes and I have bank statement proving that payment came from my own personal funds from my own checking account. Yet LoanCare charged my escrow account for the taxes which they did not pay. I 've called LoanCare a dozen times. Each time I spend ten minutes navigating the automated IVR system only to be hung up on by the IVR system. I 've actually reached a human twice. The first time, the human promised to credit my escrow account for the duplicate payment. The second time the human said their systems were down and she was unable to help me. So far, no credit has been issued. I request an immediate credit to my escrow account. Please contact me immediately.
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

2017-01-24

South Florida, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Submitted a short sale package to Loan Care via Fax XXXX & email at XXXX on 3 occasion since XX/XX/2016 with confirmation transmittal received. I have follow up on several occasions only to be told that they did not received it and asked that I send again. When I call to follow up and I give the confirmation number, they hung up and not the system. Its been over a month trying to get the right caring person on the phone. Final after an hour of hang ups, I was able to reach XXXX, Agent ID XXXX, and he was able to verify that I had called and also requested an expedite on this HAFA short sale, and that XXXX did received my " FULL '' short sale package and he was not sure why no one entered it into the system to be assigned. XXXX not a good company and should not be servicing loans ... and they needs to be accountable just as the likes of XXXX, XXXX and others. I need you help in getting the lender to do its job and would like them to expedite this short sale since they dropped the ball. Customer Service in Loss Mitigation is no-existent. Please help ...
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

2017-01-23

Billerica, MA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was sold to Loancare and the immediately increased my payment to {$1500.00}. My previous payments were {$760.00}, with XXXX XXXX XXXX, who sold my loan to Loancare, LLC of XXXX. I had filed a complaint with the XXXX office. The terms of my loan have been completely changed. I 'm now being billed at the rate of XXXX. My interest payments are higher and my principle payments are lower. loancare has illegally rewritten the terms of my mortgage. Please review my case and inform me of any pending class action suits against Loancare. sincerely, XXXX 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

2017-01-23

Salt Lake City, UT

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

2017-01-20

Morristown, 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

Disputed: Yes Timely Response

2017-01-18

Easton, 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

Disputed: No Timely Response

2017-01-18

Superstition Mtn, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XX/XX/2016, I recieved a letter from LoanCare ( our new mortgage servicer ), which stated an escrow shortage. Our payments were going up by {$300.00}. We were given the option to pay the shortage and have a lower payment amount of approximately {$1000.00}. We agreed and paid {$3300.00} XX/XX/XXXX to cover the shortage amount. XX/XX/XXXX, we received another letter from LoanCare stating that there is another escrow shortage in the amount of {$480.00}, and our payment for the next 12 months will be {$1100.00}. Our monthly escrow payment is {$360.00}. As per RESPA, the maximum amount allowed as a cushion in escrow would be {$720.00}. The statement shows an escrow balance of {$860.00}, but they are requiring even more. They require that we have {$1300.00} in escrow. I called LoanCare today to inquire as to why they are requesting so much, and to tell them that Arizona State law has a maximum of 2x the escrow payment to be required for a cushion. They said to put it in writing and to email them. I do not feel that I should have to jump through hoops to get them to comply with RESPA guidelines, and have a higher payment in the meantime. In the past, they have hung up on us, failed to explain why we had a shortage to begin with, yelled at us, and flat out refused to do anything. They keep sending us pre-foreclosure notices, and letters stating they are going to do a home inspection at our cost. We 've paid XX/XX/XXXX payment, and will be making XX/XX/XXXX very soon. All of these shortage costs are causing a lot of financial stress. I do not feel this loan servicer is ethical, fair, or abiding by the laws. I am a victim here, and I feel that they are doing everything they can to force us into foreclosure.
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

2017-01-18

Wonder Lake, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage loan was transferred Loancare about XXXX month ago. As result of the transfer my monthly payment went up by {$110.00} per month. Loancare made an error calculating my escrow deduction by double counting annual tax payments. I 've been trying to resolve this for XXXX month now. I 've called many times, escalated cases to both escrow and tax departments, was hung up on several times when asked for a supervisor. Finally got to a supervisor, and was promised a XXXX day resolution, that was XXXX days ago and still no result. Not sure what to do now, but definitely can not afford paying additional {$110.00} per month.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2017-01-18

Newhall, 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

Disputed: No Timely Response

2017-01-16

WI

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: My mortgage was sold effective XX/XX/2016 to LoanCare, XXXX in XXXX, VA. Part of my monthly payment is Escrow for Property Taxes, when I purchased I signed a paper stating I wanted my Property Tax check sent to me in XX/XX/XXXX! It is XX/XX/XXXX and my taxes have not been paid! I have called the company 20 times in past three weeks and get hung up on or told the tax department has no phone and a request will be sent by email with no results! I have emailed & mailed a letter - no response! HELP!
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

2017-01-14

Ft Lauderdale, FL

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: i want my pmi to be removed.i am sorry i was cliked on applied for a loan i am not
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

2017-01-13

Brooklyn, NY

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

2017-01-13

GA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: Home mortgage in XXXX Georgia was financed thru XXXX XXXX XXXX. In the beginning of XXXX, 2016 XXXX XXXX XXXX notified me that my monthly payment was reduced by {$300.00} due to a reduction in the property tax escrow amount ... ..the escrow payment for taxes caused the payment to go from {$920.00} to {$620.00}. I also received a refund from XXXX XXXX XXXX for the excess money that was in the tax escrow account. Shortly after all of this XXXX XXXX XXXX sold the mortgage to Loan Care. I was notified of the transfer in XXXX. Their records did not reflect the reduction in the payment due to the property tax amount. I sent them the first payment in the lower amount with a copy of the XXXX XXXX XXXX letter regarding the reduced payments. A phone call prior to mailing the payment to a representative was not beneficial at all. They stated all the information was not downloaded into their system. They would get back to me in 7 to 10 days. No one from Loan Care has responded. However, I have received additional letters demanding full payment ( {$920.00} VS. {$620.00} ). I received a letter from them indicating my account is 2 months in arrears and I can face losing my home. I am enclosing a copy of a certified letter that I mailed to Loan Care last week. I have not had any response other than the letter demanding full payment for two months.
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

2017-01-12

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XX/XX/XXXX, during the time taxes are paid, we refinanced our mortgage. At the time, our lender, Loancare paid our taxes of just over 5k and also our title company at our closing paid too. I called county to see what happened and they told me they received payments from title company and that Loancare should reimburse us what they tried to pay ( {$5000.00} ). Since XX/XX/XXXX, I have called Loancare to find the status of our money 8-10 times. I have XXXX documented calls of who I 've spoken to, however, I get the same answer, " we are having your issue escalated to our tax department and they will review. '' I 've been told that someone would follow up and nothing ever happens. At this point it 's now been 2 months and I have no idea where our money is.
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

2017-01-11

Brighton, 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: Yes Timely Response

2017-01-10

NE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was dbl charged for a mortgage payment XX/XX/2016. As soon as I realized what had happened I called to get the issue resolved. The representative at that time said there was nothing that they could do until they had proof that the check had cleared. The check cleared, The automatic debir payment also cleared at that time and I have sent their reps proof by sending electronic screenshots and copies of the bank statements to that effect. Evidently this is not proof enough for them. They want extra effort on my part to contact the back and receive additional documentation that the bank said they would provide for a fee. In effect I will be paying an extra fee to my personal bank in order to get the money I am owed from my mortgage servicer that they took in error in the first place. have been trying to get my money returned and the LOANCARE officers are making it as difficult as possible for me to get my payment returned. to resolve the problem I expect my money to be returned to me in
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