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 86
2016-12-06
MA
Loan modification,collection,foreclosure
Mortgage: Conventional fixed mortgage
Complaint: I had made XXXX trial payments with XXXX and my loan was sold to LoanCare XXXX. I have contacted LoanCare and they wo n't speak to me. My housing counselor has submitted an authorization and re-submitted all my updated document, including proof that I 'm the owner of record and proof of my XXXX XXXX payment in hopes of quickly finishing the modification and simple assumption process. The documents were faxed to the fax numbers provided by LoanCare for authorizations and loss mitigation departments on XXXX/XXXX/16. The housing counselor follow up on XXXX/XXXX/16 and LoanCare still did n't have the authorization and would not speak to the housing counselor. The housing counselor follow up again on XXXX & XXXX and still no authorization. The customer service agent gave an email address to email the authorization and documents. The doc 's were email on XXXX/XXXX/16. An auto reply stated that the documents would be uploaded and available for review within XXXX48 hours. The counselor follow up again on XXXX, XXXX, XXXX, & XXXX. LoanCare states the documents have not yet been uploaded to the system, they ca n't speak to us. On XXXX LoanCare stated that my authorization would be available for review on XXXX/XXXX/16. A full 30 days after it was faxed. They have yet to acknowledge my paperwork, modification request, simple assumption request, death certificate, quick claim deed ect. and continue to refuse to speak to me or the housing counselor. My counselor states that most companies acknowledge the authorization within XXXX48 hours and that this has not been her experience even on newly transferred loans. I feel 30 days is unexceptionable because they will ask for all new documents because 30 days has passed. I also feel like they are negotiating in bad faith.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-12-05
Gardena, CA
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
2016-12-05
Juniper Hills, CA
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
2016-12-03
Douglasville, GA
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
2016-12-03
AR
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: This complaint is new but related to our earlier complaint # XXXX. That complaint was lodged against XXXX Mortgage because it appeared that they were paid off by our new mortgage company in a refinance. I have discovered that XXXX did not receive the payoff as our loan was sold just prior to that event. The new mortgage servicing company for just a few days was LoanCare. LoanCare is the company which should have sent us the funds that were held in escrow for taxes and insurance. We finally received a check from them today, XXXX XXXX, 2016 but it is short {$46.00} from the amount shown on our last monthly statement. We are under the impression that escrow money is not something a company can just take any part of for themselves, but dedicated to payment of the homeowners ' taxes and insurance. Additionally, I ca n't imagine what they removed that amount of money for as they were well aware that they had purchased the loan on the first of XXXX, 2016. We have attached documents which clearly show what happened. Thanks, XXXX and XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief
2016-12-02
Cocoa, 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
2016-11-30
Box Springs, 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
2016-11-30
Alexandria, VA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I submitted a payment yesterday XXXX XXXX, 2016 to Loancare from my XXXX and XXXX online banking account ( XXXX ) in the amount of {$2200.00}. My loan number is XXXX. The confirmation number for the payment is XXXX. I checked today both online and on the phone with Loancare and they have no record of having received this payment, and thus the money seems to have disappeared. Under normal circumstances, I would be more patient and wait, but XXXX ) my loan is being transferred from Loancare to XXXX effective tomorrow, XXXX XXXX, 2016 and XXXX ) Loancare has failed to issue a statement reflecting my XXXX XXXX, 2016 payment for {$2200.00} ( see co-pending case # XXXX ). Therefore, I fear that something bad could happen and am very concerned about the whereabouts of the {$2200.00} paid on yesterday XXXX XXXX, 2016.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-30
Lb, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My loan was sold to LoanCare and my first payment was due XXXX/XXXX/16. I sent it off via my electronic bill pay on XXXX/XXXX/16 and went out of town for 3 weeks. Upon return in late XXXX, they called and said they had not received it. That day I sent an email with proof of payment from my bank account, and they said they would research and contact me in 48 hours - they did n't. I called them ~1 week later, they were researching and confirmed it would n't be on my credit and they would waive fees. I called ~1.5 weeks later, after some back & forth ( they misapplied XXXX pmt as XXXX pmt ) I resent more information via email - was told they 'd get back to me in 48 hrs, they did n't. I was told again, it would n't be on my credit. On XXXX I received an electronic credit to my bank acct for the XXXX payment, so I sent it off again immediately ( they now have XXXX pmts in XXXX ) The reported me as a late payment in XXXX on my credit causing me to have issues closing my current loan. I 've now called them almost on the hour for the last 24 hours, and have been disconnected while on hold 5 times ( I 'm not making that up ) and spent hours trying to resolve. They say they will call me back and they never do. They are telling me it will be 1 week to research - I 've given them ample time since I 've followed up with them since XXXX and they have all of my bank statements at this point. I just need a letter stating they will delete it. I feel like a victim - they made an error that will cost me, they wo n't call me back, they 're going to take time to research, and they disconnect the lines when I call them. I 'm so emotionally traumatized that I ca n't express how upset I am in this email. I need a deletion letter " yesterday '' in order to proceed with my loan - otherwise I lose my earnest money, interest rate and the home I made the offer on, and all because of an error by LoanCare. I 'd work with them and just take a letter at this point, but they wo n't even do that. They should be investigated, and not allowed to service loans if they are not going to answer customer questions about our accounts, and are incorrectly managing their accounts.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-29
Grand View, ID
Managing the loan or lease
Consumer Loan: Installment loan
Complaint: In XXXX of XXXX My Mortgage Loan was purchased by Loancare XXXX. I 've received mail from numerous mortgage companies for years since I purchased my home in XXXX XXXX. When I received mail from Loancare, of course I shredded it assuming it was junk mail. When I noticed in XXXX that my automatic payments were no longer being withdrawn from my previous mortgage company, I started looking in to it and discovered my loan was sold off. The next letter I received in the mail was in fact opened and I followed the guidance of sending a {$3000.00} certified bank check to their Collector on XXXX XXXX XXXX to get the loan balance caught up, and even called them to explain what had happened. I 've never once been late on a mortgage payment ever, it was an honest mistake. On XXXX XXXX, I had made my first online mortgage payment towards my XXXX XXXX monthly payment of {$1000.00} which also included late charges for some reason. I looked in to this and discovered, they had cashed my certified bank check of {$3000.00} but only reported {$2000.00} towards my mortgage loan. I called them again and was told there was some kind of mistake made, and that they would correct the problem in XXXX-5 business days. 2 weeks later, they reported on my credit that the loan was still in default for all the months listed above and that no payments had been made. At this point, I went to their online complaint link and filed a complaint on everything that had happened thus far. I called over 4 more times to get this resolved and was told over and over again, that they were still working the issue and that eventually it would be resolved. I could not get a straight answer from a single person, including an actual supervisor I spoke to, who said they would freeze reporting anything to the credit bureau until they had corrected their mistake, but did make me pay an over the phone payment of {$2100.00} towards the XXXX and XXXX payments to get the loan caught up until they find the discrepancy of the missing $ XXXX dollars from the bank certified check. It is now XXXX XXXX, nothing has been resolved, they have called my cell phone over 20 times just in this past week, to let me know that somehow, they have not received XXXX or XXXX payments, and that I still owe them over {$2000.00} for those months, and another {$600.00} short in my Escrow. When they purchased my mortgage Loan, my monthly payments were {$980.00} a month, and again, I was never late on a single payment since I purchased the house, and my Escrow was completely caught up at that point in time. To top it all off, I am in the military, have been for 15 years, can not believe this is how people like me get treated, and I am being sent on mobilization again on XXXX XXXX XXXX and ca n't get anywhere with this Loan Care mortgage company. They have broken over XXXX Federal laws that I know of, and they continue to rip me off and charge me more and more money, but report the exact opposite on all my credit reports. The total Loan Balance does not reflect all of the payments that I have made which means they are trying to rip me off even more, and I have not been reimbursed or credited a single late fee or charge, from their month to month XXXX-ups on my loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-29
San Jacinto, CA
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: On XXXX/XXXX/2016 I received a letter from " LOANCARE '' that I owe them a total of {$3500.00} and late fees of {$54.00} ''. This is news to me because I have made all my payments to " XXXX XXXX XXXX '' which is the company I refinanced my mortgage. If the loan was sold or passed down to LOANCARE, then the most common sense thing would have been to one ( 1 ) XXXX XXXX XXXX should have stop accepting my payments or two ( 2 ) transfer the payments to the current loan holder LOANCARE, or Three ( 3 ) notify me by mail or by phone. None of which happened, instead I 'm receiving threating letters from LOANCARE that I 'm delinquent on my mortgage and I owe them late fees. I have never been late on my mortgage since refinancing my mortgage with XXXX XXXX XXXX, and I should be a month ahead of my mortgage payment and I should not have to pay any late fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-29
Alexandria, VA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I have a mortgage through Loancare, with loan number XXXX. I made a payment on XXXX XXXX, 2016 for {$2200.00}, but as of today, XXXX XXXX, 2016, Loancare has not issued a statement reflecting this payment, and therefore has not indicated that another payment for the same amount is due on XXXX XXXX, 2016.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-28
Lewisville, TX
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I mistakenly submitted a manual online mortgage payment not knowing an auto payment would be processed a few days later. I contacted my mortgage servicer on XXXX XXXX and asked for a refund of the duplicated payment. I was told to send the request via email and it would be processed immediately. It now has taken almost a month to get a response and they are requesting more information. At this point the next payment would be due anyway, so there is no need for the refund. We were short the funds all month due to the slow customer service.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-26
Hemet, CA
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
2016-11-23
NY
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
2016-11-23
Havana, FL
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
2016-11-23
IL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My home closed on XX/XX/2016. I contacted Loancare ( who the mortgage was through ) at the end of XXXX about any escrow balance. They informed me we had just over {$43000.00} in escrow that was due to us, and that the funds were released XX/XX/2016. We have NOT received any of this money. Yes they have my updated information. I have requested new checks 4 times now and every time I call I get put on hold and they just tell me " the situation has been escalated. '' I have documentation showing how many times I have called, the messages I have left, and the emails I have sent. I hired an attorney to send a certified letter to Loancare, which he did, stating if the funds were not in hand by XX/XX/2016 I was filing a lawsuit. All I got in response was a generic email and NO money. My attorney recommended then that I contact the ILDFPR and they requested I contact you. I have documentation of all of the above and how we have not gotten a refund. Please help me!
( I would also like to mention that the loan is under XXXX and XXXX. XXXX is my ex husband we owned the house together. When we divorced I went back to my maiden name of XXXX. I have court documentation proving all of this and can provide you with XXXX information if needed, he is aware of the situation and on board with moving forward. )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-23
Walden, CO
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I paid off my mortgage with Loancare / XXXX XXXX over two months ago and they will not send a release of trust deed to the county clerk, nor send me the cancelled promissory note, etc. Each time I contact them they give me a different story and a run-around. One time they say it was sent to the County the day after I paid it off ( the county has no record of receiving anything ), another time they say it has n't been sent to the county yet ( which is simple for them to do ), etc. They received the full payoff funds via wire transfer, and they show the loan paid in full on their web site. They give different lengths of time to wait, etc. always longer than it has already been. Reading other reviews on the web about them it 's common to see they do n't act reputably.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-22
Wonder Lake, IL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Our loan was sold by XXXX to XXXXLoan Care after being with them over a year. Our mortgage payment is going up considerably because our property taxes went up, so there is a shortage in our escrow account after being sold. We would like to handle our own escrow account so our monthly mortgage payment does not go up so much that is becomes unaffordable. The issue is that by law the mortgage company is allowed to collect more than they need in order to have a reserve, which impacts our monthly mortgage payment. By managing our own escrow account we can just continue to pay enough to cover the taxes and homeowners insurance. The other issue is that we can never get through to anyone that can make a decisiion in the Escalation Department and Customer Service will not give us a direct number. My wife has been calling and sitting on hold for hours and than will get conflicting information on their policy. It seems like they just want to run out the clock since we either have to give them a lump sum by our XXXX 2016 payment or pay the new monthly payment which is {$300.00} more than we we have been paying.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-17
Palmerton, PA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: LoanCare sends me letters stating that my insurance has expired, and that I am not covered for windstorm damage. I live in a condominium apartment, and the insurance policy of the condominium association has never lapsed. I have mailed LoanCare and faxed LoanCare copies of the insurance policy. They continue to threaten me that they will bill me for coverage.
They also tell me that my escrow account is depleted because of increased taxes. XXXX apartments are taxed at a lower rate than free-standing homes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-17
Ann Arbor, MI
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
2016-11-16
FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My loan was transferred again and I got a notice that with the transfer I had 60 days where I would not be penalized for late payment, or be reported to credit agency. Well I took this as an opportunity to refinance because the previous loan servicer ( XXXX ) had messed up my escrow ( they had doubled it and when called I was told I just did n't understand ) and with lower interest rates I thought the timing was good as well. I was with in 60 days when a credit agency called me and Loan Care on three way and that is when a Loan Care money collection agent ( which phone call was recorded ) reported that I was late on my payment and no payment had been made. I told her that what she did was a violation of my rights and she became rude and asks to get off of the phone. I feel that Loan Care violated laws to protect the consumer, and tried to bully me so that I would have to stay with them or refinance with them. I am tired of large mortgage companies disregarding the laws, rules, and regulations which are there to protect the common consumer and feel that something needs to be done to get Loan Care to realize that there are repercussions from breaking these rules.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-15
San Lorenzo, CA
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
2016-11-15
Medford, 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
2016-11-15
Temperanceville, VA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: In XXXX the homeowners insurance company I had with XXXX of the companies XXXX partners with raised my insurance from around {$800.00} to a little over a {$1000.00}. What I could not understand was why and none of XXXX 's agents could provide an answer. My house value had not increased at all. Later I received a bill from LoanCare where my mortgage went from {$850.00} to {$890.00}. I found out later it was due to the increase in the homeowners insurance. I now have a lower cost homeowners insurance yet my mortgage payment is almost {$900.00}. LoanCare I find has a XXXX rating and not only by me, but by several thousands of homeowners. Why? Why? Why? Would my mortgage be transferred to such an incompetent company. Not only that my mortgage has been sold three times and transferred three times as well. Is this what caused the crisis of 2008? If it is we maybe heading the same way, yet again. Something must be done and not only for me, but for others. Take action today by doing your own review and you will find LoanCare is a problem company. Thank you for your time.
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