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 87
2016-11-14
Anaheim, CA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: The servicing of my loan ( XXXX XXXX ) was transferred from XXXX XXXX ( loan # XXXX ) to Loan Care Servicing ( loan # XXXX ) XX/XX/2016. I made my scheduled XX/XX/2016 payment to XXXX mortgage on time but my new servicer ( loan Care ) is not giving me credit, they claim the payment has not been forwarded as required. XXXX XXXX claims it was sent 2 business days after receiving my XX/XX/XXXX payment. I am now receiving threatening letters and loss mitigation threats to perform by Loan Care. I have contacted both companies and each has not helped, my credit is now in jeopardy even though I have made all payments on time. I am being coerced into making additional payments that are not due to avoid damaging my credit. A 30 day late mortgage payment would have lasting consequences to my credit and cause serious financial damage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-09
Mesa, AZ
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
2016-11-09
Colfax, IN
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: I switched homeowner insurance companies in the middle of my policy. My servicer, LoanCare, refused to cut a check to the insurance company for the amount of my new premium because they claimed it " was n't their policy to submit XXXX checks to insurance companies within 12 months. '' I spent over an hour and a half arguing with different people in different departments and was told someone would call me back. Because of LoanCare 's gross negligence, my insurance payment is now 24 days late as of 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
2016-11-09
Emerywood, NC
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
2016-11-08
Tucson, AZ
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: We have a mortgage with Loan Care, a XXXX Company, XXXX. XXXX XXXX, XXXX XXXX, Virginia, XXXX, XXXX. They purchased our loan from another company approximately 1 year ago. Since that time we have had nothing but XXXX problem after another with this company. It started with trying to set up the accelerator program and missing payments. Since before XXXX we have had an issue with login on to their website. I called on XXXX XXXX, 2016, explained the problem and was told it was an issue with their website. I was told they would have the problem fixed and a return telephone call by the end of the business day. There was no return call and the login issue was not fixed. The issue has continued until today ( XXXX/XXXX/2016 ). I called Loan Care on XXXX/XXXX/2016 and explained the issue again. I was told to rest our password through their link. I followed their instructions and their own system failed to provide a temporary password for login. I was again promised the issue would be repaired with a return telephone call within 30 minutes providing me with a temporary password for login. After approximately 3 hours with no call, I called the company again and explained the issue again. During this telephone call, I was once again promised a return call from a supervisor, and a resolution to the issue. So far, the issue has not been resolved. This appears to be a reoccurring issue with this company, because I was told that they had to change their procedure in dealing with a complaint about their website.
This is a major issue because we are wanting to pay our loan off early and because of the login issue we are unable to make additional payments. I have began to wonder if this is an issue to prevent individuals from making additional payments.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-07
Bemidji, MN
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
2016-11-04
Azwell, WA
Credit decision / Underwriting
Mortgage: VA mortgage
Complaint: My Mortgage lender, since 2012, has been XXXX Mortgage. I am attempting a refinance with another company. My credit score is around XXXX and all is in order. XXXX Mortgage lists me as current and up to date. Unfortunately, LoanCare is reporting me as over 120 days delinquent on the same loan held by XXXX Mortgage. With this blemish on my credit report, I can not get the funding for the refinance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-03
Anthony, IN
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-03
Las Vegas, NV
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage was sold to MyLoanCare. Since that time, they failed to provide me with an accurate account number, did not notify me of my insurance policies which were not renewed, tried to charge me for a month of payments from before they purchased the loan, have paid my taxes late two times and are refusing to provide me with documentation that they did not charge the late fees to my escrow accounts and now are refusing to remove the lender imposed flood insurance from account and have charged me another month for the insurance that I do not need. I have provided the requested XXXX letter to both Myloancare and XXXX and they will not respond to my emails. I just tried to call them to resolve the problem. They are asking for another copy of the letter, which is readily available online at XXXX. In the meantime, I have been charged another month of insurance payments. I have exhausted all of my options and need help. Thank you in advance for your assistance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-03
Sylvester, GA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I have a complaint with my mortgage company. We received several monthly statements from Loancare stating we are ahead on our mortgage payment. ( Exp : The XX/XX/XXXX statement stated we were not due until XX/XX/XXXX. ) I called the loancare customer service center to get the correct information and to see why my account is showing Im a month ahead. The woman I spoke with explained it was because they recently bought our mortgage from the other company so it prorated my account for a month, stating we didnt have to make a payment. I asked her several times if she was sure it was because the account was bought out and she proceeded with her first answer, yes! We did not have to make a payment but we could if we wanted to pay a month ahead every month. Our mortgage payment is {$990.00} per month so we decided to go along with the information the woman explained and not pay a month ahead. Then 3 months later, we received a letter from loan care stating we are a month behind on our loan. I called the customer support and it stated I had over {$70.00} worth of late charges and I needed to make a payment immediately. I transferred my call to a CSR and they stated it was from a reversed payment on my account in the amount of {$1000.00}. The reversed payment was where the CSR had posted another families payment to my account instead of the correct account. Putting both families behind on their mortgage. I asked to be transferred to a manager and the floor manager exp it was a mistake on their end and the first woman I spoke with told me the incorrect information. They also stated it was very easy for them to confuse the account # 's and post to the wrong account. But the manage my mortgage loan?? I told them I would call them back once I got home and got all my statements in line. My fiance ' and I called back to explain we were told by choice not to pay the account and we would still be current but no one wanted to hear our side of the story. We asked to speak to several managers and the CSRs couldnt get us any further than the floor manager, which he was very rude. Even went as far in comparing how he pays his truck payment on time and cant skip a payment and get away with it. I explained I didnt need him comparing himself to me and how we pay our bills. He also stated we should have ignored the monthly statements they sent us for those 4 months showing we were a month ahead, even though I contacted them and verified that information. How can you ignore your mortgage loan statement? He was very rude and didnt want to hear what we had to say. They did agree to waive all the late fees since it was an error on their end but wanted us to mail them the " past due '' payment plus the next month coming up, totaling {$2000.00}. We explained we feel we shouldnt have to pay for their mistakes all at once and his reply was " your not paying for our mistakes, your paying for your mortgage. '' Understand, we will pay our debts without a problem, but I called and verified TWICE, before skipping the payment, that we were not going to be held late if we didnt mail a payment in.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-02
Westfield Ctr, OH
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: On at least XXXX occations I made a payment for my mortgage to LoanCare via their website and the payment was never ran. Because the payment did not run I was then charged a late fee and my credit report was damaged. I am requesting that my account be moved to good standing and my credit report corrected. Attached you will find the statement from XXXX NOT reflecting the payments and also you will find XXXX email confirmations showing the payments were made.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-02
Hempstead, NY
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
2016-11-02
NM
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: XXXX holds my mortgage loan. They process payments through a company called Loan Care, LLC. I bought my first house in XXXX, 2016. First mortgage payment, processed through XXXX Loan Care worked fine in XXXX. I immediately set up autodraft for my loan payments with this successful info. In XXXX, payment did not go through, so I contacted XXXX Loan Care via phone. They instructed me to use the number on the bottom of my checks as the " account number '' to list on their online form. I did as instructed, received confirmation of payment ( always from LoanCare, occasionally also from XXXX ), and assumed all was fine. Weeks later I received a letter in the mail informing me my payment was not received, and I am now late. I contact XXXX Loan Care again, numerous times to try and resolve, even changing which bank I was using to pull the payment from. Despite making payments with a Loan Care representative on the phone, my payments have still not gone through. When I contacted XXXX to help resolve the issue, I was ignored or run in circles with XXXX Loan Care. I have now been reported as having outstanding late payments on my credit report, which XXXX refuses to take any action to remedy, despite the fact that the only reason I was late is due to misinformation provided to me by their payment processing company. Representatives at XXXX have also sent emails containing ALL of my bank account numbers, causing serious security concerns. The reps at XXXX have been untruthful, dismissive, and damaging to my character and my credit. They have taken to simply ignoring my emails. My credit is being destroyed because of a single late payment which was ONLY late because the processing company gave me bad instructions, and then failed to notify me in anything resembling a timely manner.
Attempts to pay- XXXX web payment- XXXX/XXXX/16 - successful ( set up autodraft with this info ) XXXX web payment- XXXX - failed - Confirmed successful via email by both companies Contact XXXXLoanCare XXXX - change autodraft to what XXXX Loan Care employee tells me to change it to XXXX web pay- XXXX - failed XXXX + XXXX web pay- XXXX - failed, - Confirmed successful via email by both companies.
Contact XXXXLoanCare XXXX web pay- XXXX - failed XXXX + XXXX phone pay with rep- XXXX - successful -Confirmed via email by both companies XXXX phone pay with rep- XXXX - failed - Confirmed successful via email by both companies XXXX web pay- XXXX - credited to XXXX XXXX - reported to credit bureaus as 30 days late. At this point XXXX is the only missing payment, but I had no reason to believe XXXX payment was credited to XXXX, nor reason to believe XXXX was late as the representative from XXXX Loan Care had fully confirmed the payment over the phone.
XXXX web pay- XXXX - failed XXXX web pay- XXXX -???
I have tried to resolve this issue with XXXX Loan Care and through my mortgage company, who employs XXXX Loan Care to process their payments. I have contacted 3 different people at XXXX XXXX XXXX, and a half dozen different reps at Loan Care. Neither company has made any attempt at actual resolution.
I am trying to be responsible. I pay all of my bills on time- there is no reason why I would intentionally not pay my mortgage. The money is sitting in my bank account. The only reason I was late at all was because I was told to use the incorrect information to process my payment, and then not notified in a timely manner when it did n't work. The information Loan Care has reported to the credit bureaus is incorrect, and will reduce my credit rating for years to come ( currently, it 's cost me XXXX points on my credit score ). I 'm a XXXX year old XXXX, I do n't deserve to have my credit ruined because of the lazy, deplorable service of my mortgage company and its payment center.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-02
Jacksonville, FL
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My loan was transferred to Loancare in XXXX 2016. Upon notice we mailed a check to the address provided in the " welcome '' packet. After about two weeks and no sign of the check being deposited into my account, I contacted Loancare by phone to inquire. I was told it had not been received as of yet but not to worry because I have 60 days before there is a late fee assessed because it was a transfer loan. XXXX comes around and still no check deposited. I call loancare and they say they still havent received it. At this point, I go ahead and make a payment via the website ; however I did n't cancel the check yet because my bank charges a fee so I just hope they receive the check and apply it towards the next month 's payment. As of today, the payment still has n't been applied. In XXXX, I sent an email to Loancare via their contact us link on the website explaining that we will make XXXX 's payment by XXXX XXXX because we were having some hardship due to using funds for hurricane matthew. I NEVER received a response from them ; I went on the website to try and make a payment and was blocked from accessing the account page to make a payment ; however a week later, they send a collection agent to my home who leaves a big deliquent door tag on my front door with their phone number to call. Immediately following this visit, I contact the number and I 'm told by the collections representative that I am definitely blocked from my online account access until my account is current. I expressed my concern to him about their collection tactics in sending someone out to my home and he basically told me well you wont have to worry about that if your loan is current as if it were a threat. He also stated that the debt collector takes pictures of my home and submits it to Loancare. This was rather disturbing to know that someone could be watching my home/taking pictures. I then ask how can I make a payment if I ca n't do it online. I 'm then advised that I can only make a payment through them and there is an additional fee to make a payment with a representative over the phone. This fee is also in addition to late charges. I advised the representative I would call in later to make the payment. I tried calling the XXXX number that I usually call for automated account information since i 'm unable to do it online and I 'm blocked on there as well from accessing my account information after putting in my loan number and social security number as prompted. I do not think it is fair to block a customer from accessing account information electronically or having the ability to make a payment online when there is usually no cost to do so. They are forcing me to only have one payment option that requires an additional fee.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-02
Phoenix, AZ
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: My mortgage was transferred back in XXXX of 2016 from XXXX to LoanCare. On XXXX/XXXX/2016 I called loancare to verify if they 've done any payment to my hazard insurance company ( XXXX ) since my due payment is on XXXX/XXXX/2016, surprisingly the loancare agent told me that my hazard insurance is not included in my escrow account, however it was disclosed when the transfer took place back in XXXX, also the loancare agent informed me that I should 've received refund check of amount {$570.00} back in XXXX 2016, so I told him that I did n't receive any refund check of this amount, after all the runaround given by loancare employees along with speaking to the manager for the past two weeks .After being frustrated and hopeless, I decided to avoid the confusion and take care of my home insurance myself, therefore I called back loancare and told them to send my refund check which I was supposed to get back in XXXX 2016, so I could pay my home insurance by myself, and I ask them to do not include my hazard home insurance in my escrow account in other word just keep the mistake they 've done the way it is, because I did n't want to cause more confusion .Until today I still have n't received my refund check, and every time I call loancare I get a different story from their employees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-02
Fort Myers, FL
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-01
Bendale, SC
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
2016-11-01
Oxford, GA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Our loan was acquired by LoanCare on XXXX/XXXX/16 and transferred to them on XXXX/XXXX/16. Our complaints related to this company are as follows : 1. We did not receive a welcome letter because they used an incorrect address. 2. Since the transfer, we have requested cancelation of the escrow account in writing. Other than an acknowledgement of the request, we have not received a response. We have over 20 % equity in the subject property. 3. We have requested in writing a full accounting of the escrow fund and an out of standard analysis, but have not received a response. Our prior mortgage company 's escrow accounting shows an $ XXXX refund to the escrow account for improperly procured lender-placed insurance, but LoanCare shows no record of that refund and says it is " lost in wirespace. '' 4. Despite providing proof of coverage in writing and having multiple conversations with various representatives and supervisors about our existing coverage, LoanCare continues to threaten that they will procure lender-placed insurance and continues to request that we provide proof of coverage, in an apparent error that is unable to be corrected. Also, the automated line is still advising that payments for hazard insurance are being made from the escrow account, so they must in fact have proof of coverage. 5. We are receiving conflicting information on flood insurance. On XXXX XXXX, XXXX representative names XXXX told us that part of our escrow payments consists of {$170.00} in flood gap insurance. We are not required to carry flood insurance based on our flood zone. On the same day, a different representative in the insurance group named XXXX said the entry is a " XXXX XXXX XXXX '' and is a " dummy '' entry and that we are not paying for flood gap insurance. She could not explain why the other representative had such specific information about the payment being made out of escrow.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-01
Oxford, GA
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: Virtually since this loan 's inception about six months ago, our lender, LoanCare, has refused to recognize our initial mortgage payment and apply it against our principal. I believe their claim is they never received our check. We have provided proof by means of the ACH tracing number personally and via email from our bank that the payment was processed through XXXX XXXX. Despite my efforts and numerous emails to LoanCare, their employees and a supervisor, they will not adjust our account and statement to show the initial payment. Months later they still allege we have not made the payment. The supervisor I have emailed has not provided, as I requested more than once, her superior 's name ( s ), so I can take this to the next level. I have also requested via the company 's portal that someone contact me. Absolutely no response. That was over a month ago. Please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-11-01
Hunter, UT
Loan servicing, payments, escrow account
Mortgage: Conventional fixed mortgage
Complaint: My loan has been sold to Loan Care XX/XX/2016, I have called, emailed many times to make sure they have my tax info, I finally received a email stating they do n't pay the taxes on the house ( not sure why that have a escrow with XXXX $ and my loan docs have the escrow )? I called was on the phone for an hour, the man said he will expedite my tax records to the escrow dept. That was 4 days ago, and still no confirmation they have them and are going to handle this. I have never dealt with such a nightmare of a company. I need to make sure they have my taxes that I have sent multiple times and rest assure this will be paid in a timely manner. I really an terrified that they have me by the throat, they have my home.. If I would have know n this is what the future holds, I would have never refinanced.. I would have stayed with XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-10-31
NJ
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I closed on my House on XX/XX/2016. Everything went smooth so i thought. 5 days later i recieved a phone call From my mortgage company telling Me that my payoff was Short. They explained to Me that on the day i closed the tax payment went Out. So the following day I called the title company to find out what happened. They told me that they send the amount that was on the payoff and knew nothing of any changes. The next day I called the mortgage company back explaining that no one was aware of the change but I was willing to do whatever to clear up the problem. They told me that they ca n't do anything since they have already send the payoff back and they ca n't just except partial payment they need the full amount. So I called again the following to find out what happened to the payoff that was send back. They told me that the wire transfer takes a day and my title company should have it by Friday. So that Friday I called again since the payoff has not been received by my title company they told me they not sure why and that they should have it by the afternoon. In mean time while talking to them I conferenced my title company since they were curious as well what was going on. While on the phone I was notified that my payoff was short XXXX dollars. My title company told me to wire that amount so when they get the payoff we can just send the whole amount which I did and my title company confirmed that they received my wire transfer.. On Monday morning I emailed my title company only to find out that they still have n't received the payoff. So I called again and was notified by the first person I spoke to that the payoff was actually send on Friday not Thursday so that the payoff should be there shortly I be contacted by the cashier dept what is going on. Received no answer so called back around XXXX was told that the payoff was send off on Thursday and it should be there by XXXX that day and that s supervisor would be calling me soon soon to let me know what is going on. 3 hours later still no call so I called around XXXX after sending my title company an email to see if the payoff was send already and was told they have not received anything. The title company advised me to call again and get the fed refrence number .After being on hold for half hour a spoke to an agent who told me that the payoff was actually just send back that day few hours ago. He said he could n't get the fed reference number for me but his supervisor can help me. So he put her on. She told me that yes the payoff was just send back today. So after a heated conversations trying to find out what the real story is why am I hearing different story from the XXXX people I called and spoke to before she could explain that to me. She told me that the payoff was send back just a couple hours ago. I told her that today XX/XX/XXXX was the last day of my payoff and that the amount will change the next day and that I be charged more interest on top of the interest I been charged already because of the mess. She said she know and ca n't do anything about that. Not sure why I am I getting punished for something they messed up. She had no answer. So I asked her to get me that fed reference number. She told me she ca n't get it from her computer but has to go to the cashier office and get it and will call me right back. I 'm still waiting for that call 3 and a half hours later and will call soon again for the 4 th time. So this is where We stand at now. Getting treated like that is not fair. I needed to take two days from work to try to solve this and all I 'm getting is a run around.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-10-28
SD
Loan servicing, payments, escrow account
Mortgage: VA mortgage
Complaint: My life changed drastically back at the XXXX, and my payday changed also. I called and asked LoanCare if they would please move my due date out a few weeks. They refused stating it is a contractual agreement. Well, hello! Life freaking changes, how am I supposed to know we would have a tragic death in the family and that my employment would change. If this company has even an ounce of human compassion they would change my loan due date by 12 days, and it would n't hurt them in the least, but we are just a number to them. I ca n't wait to get my loan picked up by a VA refinancer. LoanCare is the worst mortgage company I have ever dealt with.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2016-10-26
Weatherford, 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
2016-10-26
Clarksville, TN
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
2016-10-26
CA
Loan servicing, payments, escrow account
Mortgage: FHA mortgage
Complaint: I will provide my complaint in a timeline format to best illustrate the problem.
XXXX/XXXX/16 - I made an online payment. Each payment for the previous 3 months or so would return errors on the website ( so I would have to call and wait to make a payment on the phone, and they would have to waive the phone fee because of their admitted website payment problems ). So, I watched my bank account to make sure they withdrew the funds. I received an email confirmation receipt, attached.
( XXXX/XXXX/16 - loan company not able to " locate '' payment, unbeknownst to me until my conversation with customer service XXXX/XXXX/16. See XXXX/XXXX/16 below for more information ) XXXX/XXXX/16 - I became worried that the loan company had not yet withdrawn the funds so I sent an email inquiring if there was an issue, attached.
XXXX/XXXX/16 - I received an email and voicemail indicating that the payment had not been successful. I was not able to call back that day or the next day. I knew that I had about XXXX the amount of the mortgage payment in my account so I needed to call back when I had time during the day to wait on hold, argue my points, etc. Neither the email or voicemail said anything about reporting to the bureaus. I had to wait until I had time during the day to call them back, in the next couple of days.
XXXX/XXXX/16 - loan company reported my account as " 30 days past due '' to the credit bureaus, which I was notified of via credit monitoring. I presume they reported it to my co-borrower 's account as well. My credit score dropped by XXXX points.
XXXX/XXXX/16 - I called the loan company and had to make telephone payments for both XXXX and XXXX to get my account current. I inquired to the rep. what the reason was for the issue and why it was reported to my credit, needless to say I was extremely upset. They said the payment was rejected on XXXX/XXXX/16 because there was a " ~ '' symbol in the account number. He was audibly surprised as if he had n't seen that happen before. I do n't know if this was my error or the website 's error, as they were having issues with the website for several months. He told me to submit a request for resolution to the company 's customer advocate department and based on the timeline, he suggested that they should have contacted me right away when the payment was rejected instead of waiting so long and then immediately reporting it to the bureaus before I had a chance to speak with them.
XXXX/XXXX/16 - I sent a request to the customer advocate department to remove the negative item from both my and my co-borrower 's credit reports. I attached my bank statement for the account I have always used with them to prove I had more than XXXX the mortgage payment amount in there, obviously more than enough to cover the payment. I explained that all I want to do is pay them and how frustrated I was.
XXXX/XXXX/16 - I sent a follow up request because I had not received any assistance.
XXXX/XXXX/16 - I left a voicemail for " XXXX '' in the client relations department at XXXX XXXX XXXX XXXX requesting any kind of acknowledgement. I have not received a call back.
XXXX/XXXX/16 - I attempted to make a payment online and had the same problem I had the previous several months with the website returning an error message. Screenshot attached.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation