LoanCare, LLC

2017-01-10

AL

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: On XX/XX/2016 I submitted an {$1800.00} payment to Loancare to be drafted from my checking account. After learning it had not been deducted from my checking account I called LoanCare to check the status. The XXXX told me it takes XXXX business days to draft and it should be fine. Finally, the payment still had not been drafted so I went on the website and contacted Loancare. They told me my account number was wrong (! ) and I was assessed a {$30.00} NSF fee. I explained the history and they said too bad you have to pay the fee. They also indicated that they tried to call me and email me which was a blatant lie as I have both voicemail and fully functional email. They also charged a {$5.00} payment fee to resubmit another online payment. This is a VA Mortgage which when notified did not concern them.
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

2017-01-09

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

2017-01-09

Katy, TX

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

2017-01-07

Ashville, OH

Loan modification,collection,foreclosure

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

2017-01-07

MD

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Loancare VA XXXX XXXX was serving my mortgage and o/a XXXX XXXX XXXX they sent me a letter stating my loan was being sold to XXXX. I paid my XXXX XXXX Mortgage payment {$2600.00} on XXXX XXXX XXXX. On XXXX XXXX I turned my autodraft off as well. On XXXX XXXX XXXX Loancare withdrew another XXXX XXXX payment of {$2600.00} from my checking account. My main issue is this second XXXX XXXX payment is not reflected in any Loancare statement or loan balance. Ihave logged in everyday to my account and there is no update. I have no written record except the autodraft showing it was taken from my checking account. I sent emails XXXX and XXXX XXXX and received " canned '' responses. I also called on XXXX XXXX and spoke with Loancare employee # XXXX. She stated that while she would forward complaint to her management there was basically nothing she could do. In her words Loancare is done serving my account. At the least Loancare should send me an email stating what they did with the second XXXX XXXX payment. I prefer a refund or at the least who in XXXX wherever that is has my {$2600.00}. To date I have no more info than it was being sold to XXXX. Loancare customer service is extremely poor, with little regard for any customer follow-up. I advise consumers to avoid this company, make sure to notify your loan officers, real estate agents, etc to seek out more reputable firms with better customer service and ratings
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

2017-01-07

San Francisco, CA

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

2017-01-05

Houston, TX

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

2017-01-05

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXXloancare purchased my account from stongate mortgage. My payment was XXXX with taxes, interest, and principal. Insurance is paid in full and not inside the payment, as per the closing Docs. Upon purchasing my loan. loancare autodebited the right payment, and then then immediately raised the payment to XXXX the escrow being taken out was XXXX every month. The total expenditures from that escrow account are XXXX per YEAR. I applied for a another mortgage on a different piece of property and put my current obligations as a XXXX mortgage payment. when they asked for proof and I went into my loancare I realized that they had been debiting my account and extra XXXX for a couple of months now. I reached out to them numerous times to fix this, and even helped trace the error. Numerous times I was told that they would fix within 48 hours and drop the payment down to normal. Its been 3 weeks and nothing. When I requested an email or something in writing to show the bank that Loancare was in fact in error and they will fix it, so they do not think I lied on my mortgage application, they refused. I have a {$10000.00} deposit at risk, and I will probably lose my approval because it looks like I lied to this bank. The last person I spoke to was XXXX XXXX ID XXXX who refused to allow me to speak to a supervisor and refused to let email me anything to explain the situation to the bank I was applying for a mortgage with. That 's a big loss for a family to take because of an accounting error on their part.
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

2017-01-05

Fithian, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XX/XX/XXXX ( or early XX/XX/XXXX ) I received a letter from my mortgage company ( referred to as Company A ) stating that they were selling my mortgage loan to another company ( referred to as Company B ) as of XX/XX/XXXX. They also informed me that I had an escrow shortage of {$2600.00}. ( Since my mortgage payment had been the same for two years I figured they realized this when they pulled their financials together for the sale. ) Since I could not afford to pay this lump sum, nor have the payments spread over only 12 months, I spent many hours calling and/or emailing Company A requesting that the escrow be spread out more. I was seriously afraid I would lose my home, and it 's just me and my son. After much runaround I finally received confirmation on the phone and in an email from Company A 's Escrow Analysis Supervisor on XX/XX/XXXX that they would spread the escrow shortage over 36 months. This meant my monthly mortgage payment would go from {$1100.00} to {$1200.00} ( versus the over $ 1400+ a month with 12 month spread ). I was so grateful to have this agreed upon and in writing prior to the loan sell date of XX/XX/XXXX. Company B did not honor this agreement and want me to either repay the {$2600.00} in lump sum or my monthly mortgage payment will be {$1400.00}. I have sent multiple emails, called several times, and even sent a letter ( hard copy ) with attachments through the United States Parcel Service to Company B, but with no response. Here 's the latest ... on XX/XX/XXXX at XXXX CST I spoke with a representative from Company B and after explaining my entire story ( because they could n't find evidence that I 'd been trying to get ahold of them ) they transferred me to Company B 's Origination Team. That person stated he would only be able to help me apply for a new mortgage that could include the escrow shortage amount. I 'm not getting another loan and going through that cost! He told me I needed to talk to someone in Company B 's Escrow Analysis Department. Same day, later in the morning I called Company B again and told them the entire story up to that point. This person stated that the Supervisor will reach client relations to see if they will spread my escrow shortage for 3 years and promised they would call me within 48 hours. That was on XX/XX/XXXX at XXXX CST. On XX/XX/XXXX at XXXX CST I called again. And told my entire story again up to that point. Including that I had n't received a call from the supervisor within the 48 hours ( it had been 72 hours ). I was told they ca n't do anything for me without a written request, and spreading it out for 3 years is a difficult to handle. She also told me that she texted the supervisor and confirmed she would call me that day. I asked for supervisor 's name ( I had n't asked for it in previous call ) and confirmed she would call me that day ... yes. Again, this was late morning of XX/XX/XXXX. Right now it is XX/XX/XXXX at XXXX CST and no one has called me as promised. I thought dealing with Company A was emotionally and XXXX because of the runaround, but doing this again with Company B is absolute torture. I need help. Also, when I go online to look at my past history of payments to Company B ( I have paid XXXX, XXXX, XXXX, XXXX and XXXX as if they are extending my loan for 3 years as agreed to by Company A ) something is XXXX ... but I ca n't get anyone to help me. And as you can imagine I ca n't afford to hire an attorney to help me. I 'm not trying to get out of paying the escrow shortage, I 'm just trying to keep my home and pay all of my bills ( accurately and on time ). Thank you.
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

2017-01-05

Arsenal, PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage servicing was switched to Loan Care LLC this past summer. Since then I have missed bills, been charged fees, been denied the opportunity to pay my mortgage, been left on hold and/or disconnected multiple times, been denied the opportunity to speak with a manager, been belittled or condescended to. All the while I still have not received any bill or description of charges, penalties or fees.
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

2017-01-05

Colfax, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: After purchasing my home, for over two years I was with my original mortgage company, and was not late one time in payments due to being able to use automated payments with online banking. In the XX/XX/2016, I received notice my mortgage was purchased by LoanCare LLC. When the time was right, I changed the payment address through online banking and paid XXXX payment. Seeing that this went through just fine, I had not seen there was an issue, and when XXXX payment came due, it was paid via online banking automatically. This payment was made XXXX/XXXX/16. It was n't until the first week of XXXX, well past the due date, that I became aware the XXXX payment was not accepted. Rather than notifying me of this, they returned the payment to my bank account XXXX/XXXX/16, and stated I was late for XXXX. I was given no reason, and had to reach out to them to find out. In order to be sure the payment was made, I used LoanCare 's online payment to pay XXXX. I received notice that my account number had changed which is why it was not accepted. Oddly, it was accepted for XXXX payment but not XXXX with no fair warning as to why, and no help notifying me to be sure to change my account number if paying by check. That being said, I changed the account number with my banks online payment in time to make XXXX payment. But, unfortunately, the problem happened again. And even though I had been watching closely, I had assumed it was accepted since the money withdrew from my bank 's account. Sadly, not the case again. This time my payment was not returned to my bank account until XXXX/XXXX/16 well after the XXXX deadline. I sent an email right away to find out what happened, and to this day ( over 1 month later ) I have not received a return message and still do not know why XXXX payment was not accepted. Rather than use my online banking, I 've decided to use LoanCare 's website to make the payments since I know this will work. But, the real reason I am writing this complaint is that I received notice that my credit is now over XXXX points worse ( from Excellent to Good credit ) because of these supposed late payments. Again, I had excellent credit for a reason. My only fault was thinking I could make payments with my online banking, and have found out this was not the case. I tried to dispute the this via XXXX but, today learned it was updated but still showing XXXX payment as late. Thank you for your time.
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

2017-01-04

Jupiter, FL

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: LoanCare has refused to make available our mortgage statements. We have requested this several times since our statements used to be able to be accessed online until we fell behind and within months we have no access. Since we have no access online we have no access to mortgage information or statement. We have called now over XXXX months and it has been promised but instead we get served foreclosure. We have not been given a notice of intent or acceleration. LoanCare have NOT : 1. made available our mortgage statement after many request 2. our access to our online account is no longer available 3. sent out any notice of intent 4. sent out any notice of acceleration 5. loan resolution packages
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

2017-01-04

Tempe, 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

2017-01-04

OH

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I was reviewing my payment history with Loan Care AKA XXXX and I noticed on XX/XX/XXXX that in the amount paid column there is a figure of {$220000.00} when I questioned this with Loan Care they were unable to answer my question and forwarded it over to Payment investigations for review. I purchased my home in XXXX for {$180000.00} so this amount is puzzling to me as I have never seen any paperwork with this amount on it. I did go through a modification XXXX but was never issued any disclosures. I was only provided paperwork to sign and return. I am trying to figure out what this amount is as I have never seen it anywhere before, my current balance on my mortgage is {$120000.00} and my home appraised for XXXX in XX/XX/XXXX and they are still requiring me to pay Mortgage Insurance which is only if the LTV on your home is over 80 %. 80 % of XXXX is {$190000.00}. I feel as though something is not right with this. I want to be treated fairly and feel I am being overcharged by having to pay MI and I also do n't understand where this figure of {$220000.00} is coming from as I would NEVER agree to that. I work in the mortgage industry and am aware of how mortgages work. Can you please look into this and advise me of anything you can find out. Loan Care is unable to provide me with an explanation as to this figure. I 'm concerned that I may have been taken advantage of as the balance of my mortgage is well below 80 % LTV and I am paying MI in the amount of XXXX per month and also what is the {$220000.00} figure that is showing up. My initial loan amount was {$170000.00} and the purchase price of my home was {$180000.00}. Please advise Thank you
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

2017-01-04

Seattle, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage loan was sold to LoanCare ( http : //www.loancareservicing.com ) in XXXX, which I did not request or approve. Although, according to their customer support specialists, a welcome letter and XXXX loan request letters were sent and several calls were claimed to be called, I did not receive any of the letters or calls since I moved to a new place and traveled a lot for new job. Even though I set up a mail forwarding service, I did not receive any of the mails so far. The records of phone calls, according to your customer support specialists, can not be found in their system. I was totally unaware of this transaction until last week, my credit score dropped from XXXX to XXXX, when I was applying for another loan for a new house. My morgate loan was sold to LoanCare, but my auto-payment information was not associcated with this transcation, so my loan was past due for the past 3 months. This is not an intentional behavior ( and you should be blamed for this ) so I should n't be punished by such dramatic decrease of credit scores, which almost ruined my life. Once I recognized that there is overdue payment, I contacted LoanCare right away and paid those due payments but not the any of the late fee. However, the credit report entry, which has significantly impact to my credit score, was still posted. I do n't know how should I dispute this late payment. I tried really hard to build my credit score for the past five years.
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

2017-01-03

Silver Spring, MD

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I received my Property Tax that I have n't paid my taxes but my lender has an escrow set up to pay the Property Tax. The lender send me a Tax Analysis showing XXXX payments were extracted from Escrow and it was overpaying the Tax, in which my Mortgage would go up by XXXX. The Property Tax has not been paid. They show they have deducted funds from my escrow. They over deducted and they have inaccurately processed a tax analysis. I 've faxed, Called them for almost a month with no success to assist me. They 've done nothing. I have all my documentation, faxes, dates and who I 've spoken with. They are taking money, overcharging me a new mortgage payment and my Property Tax has a penalty fee and has not been paid.
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

2017-01-03

Anaheim, CA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: On XX/XX/<YYYY> I got in touch with the Loss Mitigation department from LoanCare where they were asking for my XXXX COMPLETED SIGNED AND DATED BY ALL to be signed and completed by all. This was part of the requirement in addition to the XXXX that I submitted. I followed up with Loss Mitigation on XX/XX/2016 via email and voicemail, but havent heard back from them. I called them today as well and am still waiting to hear back on where we are with the form. I placed a call but get disconnected when I enter my information or try to login to my account online to schedule a payment. It is almost a month since I heard from them regarding this form and would like an update.
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

2016-12-30

Upland, CA

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

2016-12-30

San Jacinto, CA

Loan modification,collection,foreclosure

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

2016-12-30

Hazleton, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our escrow has not been adjusted appropriately. We acquired our home XX/XX/XXXX. We currently have a mortgage through LOANCARE. Taxes at that time were {$3100.00} annually because the home was rented out. The taxes were paid by seller for XX/XX/XXXX as part of our closing agreement. We applied a homestead exemption immediately so we could get a tax break for XX/XX/XXXX. Taxes for XX/XX/XXXX totaled {$1600.00}, which is significantly less than XX/XX/XXXX. No adjustment was made with regard to how much money the bank is collecting for escrow account. I have requested this change via email, fax, and telephone, and have not received a response from LoanCare. Very poor customer service.
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

2016-12-30

Atascadero, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced mortgage loan from LoanCare to XXXX. LoanCare paid taxes ( escrow account ) as did XXXX. LoanCare paid taxes knowingly paid taxes even though they were informed on XX/XX/2016 that refinance was happening and they had given documents to XXXX ( new lender ). I have been trying to work with Loancare since XX/XX/2016 to get my money back as Tax collector only received tax money from XXXX. LoanCare has consistently misrepresented where my money is. I have documentation $ returned to them on XX/XX/XXXX. LoanCare 's representatives have been either ill trained as their information does not match the facts.
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

2016-12-29

PA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My loan was purchased by LoanCare, LLC ( XXXX, VA XXXX ) in XX/XX/2016. I discovered this after I had attempted numerous times to make a payment to my previous mortgage company via their website for my payment due XX/XX/XXXX. There was no indication that my loan was transferred and the error message supplied on my old mortgage company 's website was that a payment could not be processed at that time. Since that time, I have contacted LoanCare numerous times after getting their contact information from my old mortgage company including contacting them last week when I could not make a payment via their website after finally getting access to my account on their site. Interacting with LoanCare has been a comedy of errors ranging from not being able to access their site, getting access to their site but not being able to access my current loan, getting access to my current loan and not being able to make a payment, and being told as recently as today that my loan was no longer with them ( they were looking at a previous loan number for this same loan ). I was not comfortable with supplying my confidential payment information over the phone given the experience I have had with them to date. So the representative, XXXX, indicated that I could mail in the payment and it would make it in time by the 60-day deadline of XX/XX/XXXX. I called LoanCare today and they indicated that they have not received the payment even though I mailed it on XX/XX/XXXX ( today is XX/XX/XXXX ) ( 1st class mail from XXXX to XXXX does not take this long ). The first person I spoke with indicated that they do not process the payment when the payment is received via the mail ( it must be processed via a machine ). Then the supervisor I spoke to indicated that the first person I spoke with was mistaken since they post the payment by midnight on the day the payment is received at their P.O. Box. When I asked if they could ensure that my credit would not be affected and no fees/penalties be applied due to their numerous mistakes, non-functioning website, and inefficient processing of mailed payments, they indicated that they could not help me because I had 60 days and could have made the payment via phone. Unfortunately most of those 60 days were dealing with mistakes and inefficiencies with this loan transfer. I spoke with XXXX ( ID : XXXX XXXX who is a supervisor and XXXX ( ID : XXXX ). I have NEVER encountered a more incompetent company. I have owned my home since XXXX and have NEVER experienced the utter inability to make a payment ( unless I wanted to provide my most confidential information over a phone line ). How is it that consumers are held accountable for mortgage companies ' negligence and inability to provide basic services and accurate information? I am dumbfounded. I am now debating on stopping payment on the check that I sent at a cost to me of {$39.00} and try to make a payment via their website since it appears that the issues with my website access to make a payment on their site may be resolved. This is unacceptable.
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

2016-12-29

Fort Lee, 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

2016-12-28

Mc Farland, 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

Disputed: No Timely Response

2016-12-28

Blackbird, DE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have a Mortgage with Loan Care which was paid on XXXX/XXXX/2016 using my on-line pay bill as it is every month and the company is charging me a late fee because the funds were n't received by the XXXX of the month. This is the second time Loan Care has stated they did n't get our payment on time. 1st time they stated that they saw our payment was made on time and they would " waive our late fees '' even though the payment was made on time. This time they stated that they could n't see the payment being made. I offered to give my the confirmation number of the payment which XXXX employee ID XXXX refused to take he stated that I need to my bank fax in prove of the payment so they could research the matter. At this point I requested to speak to a supervisor XXXX refused he stated that their was n't a supervisor available at this time and he would take my phone number and someone would contact me back with 48hours. This is the second me or my wife have requested to speak a supervisor and were refused. Loan Care is purposely posting my payments late so they can charge me late fee 's which are not valid. This is a prefect example of predatory mortgage servicing which is the unfair, deceptive, or fraudulent practices of lenders and servicing agents during the loan or mortgage servicing process, post loan origination.
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