LoanCare, LLC

2016-10-24

Monroe, NC

Loan modification,collection,foreclosure

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

2016-10-24

Coatesville, PA

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

2016-10-24

Discovery Bay, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Following up on Case number : XXXX The response I received from LoanCare is inadequate! LoanCare DID NOT pay the hazard insurance in full as their letter stated. They denied for months having responsibility to pay for the XXXX stating they only acquired XXXX unit and not XXXX even though my account is impounded and they were charging me the full amount,. Attached is a letter from the insurance company advising that LoanCare refused to pay the hazard insurance and I called LoanCare multiple times just to be told its my liability. After finding out that XXXX out of my XXXX unit property was uninsured for the entire time since LoanCare acquired the servicing from XXXX I immediately called and paid the {$740.00} to reinstate the insurance for the property. LoanCare has not reimbursed me nor made any attempts to remedy the issue other then " fixing it in their system '' as the response letter stated. Because of LoanCares negligence if anything had happened to my properties they would not have been covered and I would have lost my investment. I need to be reimbursed ASAP by LoanCare. Attached are letter from my insurance carrier stating that LoanCare refused to pay and another letter showing that I made the payment out of my own pocket. The 2nd issue I need addressed is the " late '' payments LoanCare states I had. My account has always been on autopay with XXXX and I had paperless banking with them. I have never been advised of the servicing transfer and only found out about it when I received an alert from my credit reporting agency stating I had a 60 day late on my mortgage and that my mortgage servicer reporting it was not XXXX, it was LoanCare. This was in XX/XX/XXXX and I called LoanCare right away to let them know I had no idea of the transfer. They told me they sent the paperwork to : XXXX XXXX XXXX, XXXX, Ca XXXX WHICH IS NOT MY MAILING ADDRESS nor was this my mailing address when I had XXXX as my servicer. I advised the LoanCare representative and they said they would update their records and correct the reported late payments as they were not my fault since I did not know of the transfer and was under the assumption my mortgage payments were taken out of my bank account ever month on autopay as XXXX had been doing 2 and a half years without any issues. I am also attaching a copy of my drivers license showing my address since 2014 has been : XXXX XXXX XXXX XXXX, XXXX XXXX, Ca XXXX Since then they have failed to update my address and even on the letter they attached in response to this dispute they still have the wrong address and I still have not received any mailed correspondence from them including the servicing transfer advisory which the response letter also states that a copy of the welcome letter is attached for my records and it is clearly NOT. LoanCare has taken advantage of me and have failed to assume responsibility. Everytime I call no one even tried to help me. They put me on hold just to transfer me to someone else and this circle goes on until the line disconnects. I am proud to be a responsible homeowner and LoanCare has made it very difficult to proceed with my life especially now as I am trying to finance a vehice and have to take on much higher interest rates since they incorrectly reported me late. This needs to be fixed right away or legal councel will be getting involved and I will be seeking monetary damages.
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

2016-10-22

OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was transferred from one company to another in 2015. I sent two payments to Loan Care in Virginia and they have failed to submit the payments on to the new servicer which is XXXX XXXX XXXX. I have dealt with this for a very long time patiently. I need proof that they sent the money as XXXX XXXX XXXX says have n't received it.
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

2016-10-21

Knights Ferry, 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

2016-10-21

NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We are having issues because our mortgage was sold from XXXX to LoanCare and we are unable to get an answer from LoanCare on how to access home repair escrow funds. On XX/XX/XXXX we incurred a loss to our fence, not the home structure, and as XXXX does we filed a claim with our homeowner 's insurance and were issued a check to complete repairs. Because the repairs were over a certain amount our original mortgage company, XXXX, held the funds in escrow until the repairs are complete. XX/XX/XXXX/XX/XX/XXXX the mortgage was sold from XXXX to LoanCare. As of today, XX/XX/XXXX, are unable to get a straight answer from LoanCare on how to access home repair escrow funds. I have called multiple times and waited hours on hold to speak to an agent. Out of the XXXX agents from LoanCare that I have been able to speak to on the phone, I have received XXXX different answers on how to proceed. I have asked for a letter outlining the procedure but as of today, XX/XX/XXXX, still have not received such letter. Compounding this issue is that we have until XX/XX/XXXX to complete repairs or the monies will be returned to the homeowner 's insurance. At this point we are unable to continue with the repair as the remainder of the money is in escrow and I can get no clear guidance on how to proceed with the claim. My husband and I are responsible homeowners who pay our mortgage and maintain our home, but our family can not afford to incur the cost of having the fence repaired due to a lack of customer care and respect on the part of LoanCare Mortgage. Please contact me at XXXX regarding this matter.
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

2016-10-21

Murray, UT

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I already have a complaint opened against loancare, complaint # XXXX due the way they have have treated me ... and the complaint has done nothing! First, they have yet to respond to my first complaint, and second, when either myself of my authorized third party calls in ... we just get the run-around. Both myself and my authorized third party has called in 6 times within a 45 minute period only to be transferred to the bankruptcy department where I sit on hold for 10 minutes only to have someone answer the call and hang up. I call back, and I 'm told that I am being transferred to loss mitigation, and no one answers the phone ... I just get a random persons voice mail ... i leave a message do n't get a call back. My Authorized third party calls in, and all of a sudden loan care ca n't find the authorization I signed ... and Lastly, I still have yet been told who my loan file is assigned to? Is my loan not supposed to be assigned to a single person? ... I submitted a complete request for mortgage assistance to fax # XXXX on XX/XX/2016. I received fax confirmation that it has been received, I ca n't speak with anyone at loancare ... and when I ask to speak with management all they do is put me on hold forever until I hang up. This is ridiculous! ... they are messing with my home, please help! This is what has been happening for the last 2 years! This is why people lose their homes! Please help more than just forwarding this complaint to Loancare and think they will do anything.
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

2016-10-19

Clementon, NJ

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

2016-10-18

Tacoma, WA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I refinanced my loan, and had an escrow balance of {$1900.00} to be refunded to me when I looked at my account after it had been paid off. When I received the check, they shorted me {$100.00} and only paid me {$1800.00}. I called and they said it was Mortgage Insurance paid on XXXX/XXXX/16 when my refinance closed on XXXX/XXXX/16. They said it was in arrears. I asked my lender if this sounded right he said no that they only way that would happen is I 've been late or missed a payment. I 've never been late on a payment, my Mortgage Insurance started with my first payment and I should n't have been shorted. I would like help with this please.
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

2016-10-18

Orchards, WA

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: Yes Timely Response

2016-10-18

Milan, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: the company loan care took out a double payment and will not refund it. they told me 3-5 day and then i called back and they said they could not refund it. they have cause my bank account to be over drawn and a ripple effect. my payment is XXXX they took out XXXX of them. the second issue they are trying to raise my house payment by charging me a closing cost and mortage insurance that i already have ..theres is more money, might i add. my house is worth {$68000.00} and i have it insured for {$210000.00} which is way more than enough. XXXX which is my insurance company tryed to call them twice and Loancare told them to mind there own business.who treats people like that? we live pay check to pay check and im XXXX and we have XXXX small children.it has caused us panic and unnessary stress.please help us
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

2016-10-17

Calwa, CA

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

2016-10-17

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: LoanCare became the mortgage services company for my existing loan, to be effective XX/XX/2016. LoanCare provided no correspondence prior to the due date. I received a letter from the old mortgage company, and submitted payment to the address on the letter so I would not have a late payment. I confirmed with my bank that the payment went through XX/XX/XXXX, and resubmitted it XX/XX/XXXX. Each payment was for {$3800.00}. On XX/XX/XXXX I received a statement stating no payments had been received since XX/XX/XXXX. I called customer service after checking with my bank, and advised them I had proof of payment. I was told that I need an electronic statement from my bank, but XXXX XXXX told me that the proof of payment I provided was all that could be submitted. It was determined that the account number which I had on my payment was the incorrect account number and my payments were credited to someone else 's account, but LoanCare refused to make the correction at that time. The representative told me " How can we be sure you did not mean to pay someone else 's loan instead? ". To be clear, my account showing was past due for XX/XX/XXXX and XX/XX/XXXX, and they had my payments for XX/XX/XXXX and XX/XX/XXXX, which came in with my name on them, and my home address matching, and this was their response. Additionally, I informed them that I was upset to never have received a phone call, which they argued with me stating they did, treating me as if I am a liar. I have all of the call logs through XXXX and they never called once. I was told I would receive a phone call to confirm that the issue was resolved, but they never called me back. I was assured by Customer Service Rep XXXX # XXXX that this would not be reported to the Credit Bureaus, but I learned on Sunday, after having my credit limit dropped by XXXX, that in XX/XX/XXXX, they have reported my account as 60 days past due, and that has resulted in my score dropping from XXXX to XXXX. This has an immediate and very serious impact on me and my husband and it is through the carelessness of LoanCare. Furthermore, when they made the adjustments to my account, I do not believe they appropriately adjusted the interest and they are over charging me for 60 days on {$330000.00}, even though they were in receipt of those funds on time. Additionally, I have provided my contact information multiple times and it still does not appear on my customer profile. This is negligent and increases the likelihood that this type of problem exists for their customers.
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

2016-10-15

San Antonio, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I called into make my monthly payment and was asked if I wanted to go nto a special program that would allow me to skip one month payment. I was not over 30 days past due but was telling them my son was in college and was curious if they had a way to skip a payment. They said they did have a skip a pay program. I was thrilled but working in a job that would not allow me to show a late mark on my credit I explained I had to be sure it would n't affect me negatively. He said as long as I made the payments on time I would not have anything to worry about. I was thrilled! I explained I had to be sure it would not affect my credit score and they promised it would n't. I never signed any documents but they ended up moving to a loan restructuring program that basically pulled money from my escrow account. I had NO idea this was happening. I need someone to request the phone records since they said the conversation was recorded. I now show I was moved to another lender for 6 months but my actual loan with XXXX show all payments were made on time. No late marks. But this other lender XXXX now pops up on credit report and shows I was 30days past due the entire time I was in the program. They completely misrepresented themselves. How could they do something like this without me signing any documentation. I work at a bank and have never seen anything like this in my life. I have never complained before. This is just totaling breaking consumer disclosure laws. 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

2016-10-14

OH

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: in less that 6 months after closing my home loan the servicer, due to a typographic error, thinks my property taxes have went up XXXX fold. I called and asked for a recalculation, the agent on the phone could see the payment they had sent for the half was only {$150.00} dollars ... not the XXXX thart they were projecting ... so they decided to raise my payment by {$270.00}. I have had this loan less than 7 months. there is NO way that the underwriter, QA department ( as my loan was selected for review ) and the closing title company were all wrong on my taxed by 10 times!!! they now refuse to lower my payment to what it should be, as they claim that I am not getting any type of reduction ... you can clearly go on the auditors page and see that my second parcel is charged XXXX not XXXX now with less that 14 days before my payment is due.. they want me to wait 3 business days for a manager to call me back ... and refuse to recalculate my payment based on fact
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

2016-10-14

TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have had repeated issues and concerns with LoanCare. I recently refinanced with a different bank, and in spite of paying off my loan with LoanCare and stopping my automatic payments, LoanCare continued to withdraw funds from my checking account ( over {$1500.00} ). I called LoanCare and they explained that automatic payments were not active on my account, nor did they have any credit on my account reflecting the payments that were still being withdrawn from my checking. I called my bank and they explained that the money was indeed being withdrawn by an external party, namely LoanCare ( it says it right there in the transaction description ). My bank is blocking LoanCare and reimbursing me for the amount that LoanCare claims not to have.
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

2016-10-14

Northside, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our mortgage was transferred to LoanCare, LLC ( from XXXX ), in XXXX XXXX previously we were paying our mortgage monthly on an auto debit schedule around the XXXX of each month. we were informed that our first payment would be due in XXXX to LoanCare. We waiting until XXXX XXXX, to make sure our auto payment was indeed cancelled w/ the previous company, and then submitted a payment around XXXX XXXX or XXXX, 2016. This check posted to our checking acct at XXXX on XXXX XXXX. however a couple of weeks later we received a notification from LoanCare stating our payment was never received. we had our bank faxed a certified letter stating the payment had indeed posted to our acct and should be credited to our loan. We made another payment the XXXX. this check posted to our account on XXXX. Today, we received a letter from loan care stating we owe them {$4700.00} ( XXXX month 's payments ) or they are reporting us to collections. This is mortgage fraud. they are taking our money and not crediting our loan, and threatening to ruin our credit. i am planning to file a police report in case our credit does get dinged. I have reported them to the XXXX ( who I am assuming they have paid to not have their rating listed, as no reviews exist ). I am going to look into changing the mortgage company.
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

2016-10-12

Roselle, NJ

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

2016-10-11

El Paso, AR

Settlement process and costs

Mortgage: FHA mortgage

Complaint: I XXXX XXXX have contacted My Loan Care to ask to have my PMI removed from my mortgage and they stated that I need to request it in writing or through their email and get a tracking number well I 've done both so many times and still no tracking number from them and also when I call the reps tell me that did n't get my request to have the PMI removed from my mortgage. Before I requested to have the PMI removed I did my research to make sure I meet the requirements and I 'm still having a hard time and when I call now I ask for a manager and they never get on the phone or call back regarding peoples concern about there mortgage. This company has nothing but bad review and I really hate that my note was sold to them. They seem to only care about is a mortgage payment.
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

2016-10-11

PA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Complaint: LOANCARE HAS REPORTED our LOAN PAYMENT as LATE to the credit reporting agencies. My wife and I would like this removed, as this is through NO FAULT of ours. TRIED to file XXXX complaint against Loancare but XXXX system continually says : Error : Connection timed out The server is currently unavailable. Please try later. I have contacted Loancare directly via phone and was given the email address, XXXXXXXXXXXX, to resolve the issue, as the csr on the phone said he could not help. We have filed a complaint to XXXX on this regard against XXXX XXXX. Complaint # XXXX EMAIL was sent and returned to Loancare, at least XXXX different times, dating to XXXX, EMAIL, as sent, FOLLOWS : We have been receiving notices that we are late on our loan payments. We refinanced our loan with XXXX XXXX XXXX XXXX, XXXX and closed on XXXX. The closing documents were then sent via XXXX overnight to XXXX XXXX. The tracking number to prove they were sent and received is XXXX. XXXX XXXX address and Phone number is : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX Ph : XXXX I have also been in contact with XXXX XXXX of XXXX XXXX. His phone number is XXXX. XXXX XXXX states, " a wire went out. We 're not sure if there was a shortage or what, we 're trying to track it down. '' XXXX was the settlement company.The information I have for XXXX XXXX XXXX XXXX XXXX. XXXX, Pa XXXX XXXX : XXXX It would be greatly appreciated if LOANCARE could investigate this matter and remove the negative reporting behalf of my wife and I. Mail Delivery XXXX & lt ; XXXXXXXXXXXX & gt ; XXXX XXXX to me This is an automatically generated Delivery Status Notification THIS IS A WARNING MESSAGE ONLY. YOU DO NOT NEED TO RESEND YOUR MESSAGE. Delivery to the following recipient has been delayed : XXXXXXXXXXXX Message will be retried for XXXX more day ( s ) Technical details of temporary failure : The recipient server did not accept our requests to connect. Learn more at https : XXXX [ loancare.com XXXX : socket error ]
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

2016-10-11

OH

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: Entered into an agreement with LoanCare however, they keep requesting the same information that has already been submitted, they charged us {$200.00} for a loss mitigation package, and it still shows we are behind after requesting an unemployment forbearance consideration, which we were approved for on a 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

2016-10-07

AZ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: Ca n't find out who was the custodian of our payments made to loancare by the trustee. The loan was transferred XXXX XXXX however payments were still sent to loancare until XXXX XXXX. Mortgage payments errors were not reflected. Sent request to the company for account statements. Never received any statements since XXXX 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: Yes Timely Response

2016-10-05

Jacksonville, 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

Disputed: No Timely Response

2016-10-04

Mobile, AL

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

2016-10-04

Beyersville, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage company drafted an unauthorized payment from me on XXXX. I 've been in contact with them multiple times to get the payment refunded to me and they are completely unresponsive.
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