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 9
2019-10-04
Woodland, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-04
Tempe, AZ
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-04
Woodland, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Our mortgage was transferred from XXXX XXXX XXXX to Loancare on XX/XX/19. Previously, our autopayment of {$2200.00} with XXXX XXXX XXXX was taken out of our savings account on the 1st of every month. When Loancare had not withdrawn the auto payment by XX/XX/19, I mailed a physical check from my checking account to pay our XXXX mortgage. On XX/XX/19 Loancare tried to process our autopayment. Because the funds were not available in the account we were charged a {$30.00} NSF fee. I moved money to the account to make sure it would not be overdrawn again. Two days later Loancare retried the autopayment on XX/XX/19 and the funds were taken out of our account. In addition, on XX/XX/19 Loancare cashed the physical check I mailed. However, only one of these payments posted to our loancare account. In the past two months, we have been trying to contact customer service to identify which payment posted to our account and request a refund of the payment that did not post. We have made 5 phone calls to loancare ( XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19 ) and spent approximately 1 hr and 15 minutes on the phone with customer service. We have also sent four separate e-mails to payment research as requested by customer service reps with documentation showing that both payments were withdrawn ( e-mails sent XX/XX/19, XX/XX/19, XX/XX/19, and XX/XX/19 ). As of today XX/XX/19, Loancare has still not been able to tell us which payment posted to our account ( the auto payment or the check ) and has not refunded us nor applied the missing payment to our account. We have also been lied to, being told a check was mailed to us, when in fact someone else told us the next week that it was not. We just want the money that is ours either refunded or applied to our account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-03
Norwalk, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-03
Worcester, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My home loan was sold to Loancare LLC in XXXX of 2019. My outstanding balance from my previous mortgage company was {$240000.00}. When it transferred to Loancare and after the account had been settled with my previous mortgage servicing company, Loancare has my outstanding balance at {$240000.00}. I have created a help ticket in XXXX with no resolution and I have followed up at least twice a week with no sign of resolution. I have requested supervisor/manager call backs and the call back percentage from my experience is approx 20 %. When a manager has called me back there is no resolution and little desire to correct or research the issue. This company needs to be corrected ASAP before other consumers are affected. I have not personally made a mortgage payment beyond what my previous mortgage servicing company have settled as I do not trust Loancare LLC. I have requested credit suppression and a call back from a manager which also has not happened. At this point I am considering refinancing yet again to do business with a reputable and trustworthy company that will own my mortgage for the life of the loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-03
Carmel, IN
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-03
Palmer, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-03
Gilman Hot Springs, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-03
Chesterland, OH
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-02
Discovery Bay, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: To whom it may concern at Loancare : This is to correct an error made on your behalf per error resolution notice under 12C.F.R. *1024.35 I am writing to request that your correct the error described below in regard to the mortgage on my property at : address Payment Errors : OnXX/XX/2019 you withdrew by auto draft the amount of {$5000.00} ( this was done after our loan was paid off ) We contacted you on XX/XX/2019, we were told that we would be able to get a refund once we submitted you proof that the payment was made. You confirmed the loan was paid off and we also have proof from XXXX XXXX that you received the wire for the full pay off on XX/XX/2019.
We emailed you again and attempted a call when we did not receive a confirmation with the requested ticket number on XX/XX/19, We were then advised that a check was to mailed to us on XX/XX/2019 We followed up and were told the check had not gone out. We then again called on XX/XX/2019 and were told that the request wasnt processed correctly. The customer service representative told us that they would request a call from the resolution desk but there was no one we could call. Later that day they called us ( this was a Friday ) We were told that there was nothing more that could be done until Monday.
We have received communication again that the check will be sent out on XX/XX/2019. We are not confident of this as we have been told a check was going out a week earlier.
It is essential, ethical and compulsory that you refund us the money that you took without a bonified need. Not only did you withdraw the payment for the loan balance was, but an additional {$3000.00}.
You withdrew these funds After you received the complete pay off. We have no choice but to notify the Consumer Finance Protection Bureau of these mob-like practices.
Return our funds, or we will pursue damages to the fullest extent allowed. We were put into a financial hardship by no fault of our own and will seek restitution if not handled immediately.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-02
Hinkley, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Hello, to begin with. This issue involves my Lender LoanCare https : //www.myloancare.com/. They took over my loan from XX/XX/XXXX. As of that date, my husband and I approved for them to be in charge of paying the Home taxes and the Home Insurance through Escrow. We have been paying them an extra {$420.00} dollars every month for them to pay a yearly tax of about {$2400.00} to {$2600.00}. Our mortgage including taxes and insurance equals to {$1300.00} a month. Recently, our mortgage payments keep going up. The Lender " Loancare '' advised of our mortgage payment to go up to {$1600.00}. My husband called to investigate why it would be going up so much. Loan care responded with XXXX County taxes are going up {$1200.00} more than last year and Insurance is going up ''. this call ended in just that. No more questions asked from my husband. Next, we took it upon ourselves to call the XXXX XXXX County Tax Collector and they advice us that the taxes actually went down {$60.00} dollars, and whomever gave us that information is incorrect. We also called our insurance agent we had been in business for years with, they also communicated to us that insurance went down a couple of dollars this year! So then, we asked the Tax collector for information on our yearly taxes. It states that our mortgage company or Lender LoanCare, NEVER PAYS THE TAXES ON TIME, AND IT IS ALWAYS A YEAR BEHIND! as a matter of fact, they just paid the home taxes of the year XX/XX/XXXXTHIS YEAR! they have yet to pay two delinquent taxes from the year XX/XX/XXXX! and This company " LoanCare '' is asking us for more money! Loancare wants {$800.00} dollars more! to pay for taxes, because they are behind. So I called XXXX and I told them my concerns, I assured them I know what is going on and that all of the taxes are behind and they barely made a payment on the taxes of XX/XX/XXXX. I asked them why should I pay them more when they are not doing their job? and I also asked them for copies of all the Escrow account and they denied it! they did not send it to my email like I ordered. Please help me get to them. They do not care about what I say and what I ask from them. they are not helping me resolve the issue, and it looks to me that the escrow money I have been sending them, they have not been using it for what it is for.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-02
El Paso, TX
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I received notice of Servicing Transfer with some major errors from XXXX mortgage and LoanCare. XXXX would not take my call and LoanCare can not help until XXXX more days.
The letter received XX/XX/2019 but dated XX/XX/XXXX from LOANCARE stated that there was going to be a change in my loan number. Letter received XXXX XXXX, 2019 from XXXX did not say anything about a change in loan number.
The letter from XXXX MORTGAGE did not provide the correct address to send payment. When I finally received the official welcome package from LOAN CARE it specified a different payment address.
As a result of these errors I sent my ( ON TIME ) payment to LOANCARE with the incorrect loan number and to the incorrect address. The payment was sent online from my banking institution and has already cleared my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-02
Collierville, TN
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-10-02
Charlotte, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My second mortgage was purchased by XXXX XXXX XXXX in XX/XX/2019. This is a down payment assistance loan that initially started out at XXXX. When the loan transferred to XXXX XXXX XXXX the balance on my loan reset to XXXX and my additional principal payments made ( clearly intended to go towards principal ) on loan were applied to interest. I've called multiple times with no resolution and receive a different answer each time. I also submit disputes through the CFPB, but in the response letters no one answers or the number is wrong. Loan Care is servicing the loan and will not assist with correcting the issue. My balance for this month is even doubled! They keep telling me that this is an interest only loan and any additional payment made will go towards interest. In the note it clearly states that I can make prepayment and they'll be applied toward principal. I spoke to my closing attorney and previous lender. The attorney reviewed the note and stated that prepayment can be made to reduce the balance. I am requesting that Loan Care research my prepayments on the old loan and adjust the new loan balance. I am also requesting that the payment amount be corrected before I make another payment. This is my last attempt before I file a claim with my local court and seek damages.I have made an extensive communication trail and find this to be unacceptable. Old Account ( before transfer ) - XXXX New Account ( after transfer ) - XXXX Both accounts were serviced by Loan Care. Please read the entire note and addenda. It states PREPAYMENTS CAN BE MADE TO REDUCE THE PRINCIPAL BALANCE. YOU MUST READ THE ENTIRE NOTE!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-01
E Rockland Key, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loancare LLC took over servicing our mortgage for the XX/XX/2019 from XXXX. We have made all payments on time without a problem. The problems have occurred when I make addition principal payments. The problem is when I make the payment, Loancare applies it to two regular payments and the rest to the principal instead of applying it to the principal. I have called the two times I that they did this. I am told that it will take 5 days to process and correct the situation. The new payment is always {$15.00} hire and I do not get 100 % of the additional principal payment on my account.
Today I called the company, the agent I spoke to again took my payment over the phone, the original payment was XXXX and I was charged XXXX for my XX/XX/XXXX payment. When I asked why the agent told me she did not know. I asked to speak to a supervisor so I can find out. I was told that the do not forward calls to supervisors they would call me back within hour. That was at XXXX XXXX it now XXXX and no call has been received.
The two incidents occurred on checks written : XXXX XXXX and XXXX XXXX.
Additional information available.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-01
Wellesley, MA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-01
Greensboro, NC
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: In XXXX of 2019 my account was transfered from XXXX to LoanCare for servicing. I paid my first payment in XXXX by my XXXX billpay in the amount of {$1700.00} which cleared my bank XX/XX/XXXX.
LoanCare did not record this payment and said I missed a payment. I called and emailed eventually it was recorded.
I made my next payment on XX/XX/XXXX in the amount of {$1600.00}. LoanCare did not record this one and said i was behind in payments. I called and emailed and it was recorded after about a month. It had cleared my bank on XX/XX/XXXX.
My XXXX payment was attempted on their online site in the Amount of {$1700.00}. It was not recorded although it cleared my bank on XX/XX/XXXX. I called and emailed and it has still not been recorded.
For my XXXX payment, I sent a manual check # XXXX in the Amount of {$1700.00}. It cleared my bank on XX/XX/XXXX. Again it has not been recorded and LoanCare says I am behind in payments. Again I have called and this is yet to be resolved. They say I owe a late fee ( all payments have been made in the alloted time ). They have also reported to the credit bureaus that I have missed payments. I have asked that these be corrected and they have not.
LoanCare is not being responsible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-10-01
NV
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: On XX/XX/19 i sent by certified mail to Loancare LLCs overnight address a letter requesting my single point of contact reach out to me via email as i tried to reach them but Loancare said they were not available for me to speak with. I was unable to find out from customer service of a Notice of Default had been filed. Loancare ignored my request called me due to what they call missing information in my loss mitigation and sent me to foreclosure instead of working with me in good faith to help me keep my home. I would like to know why they ignored my request delivered in good faith asking for assistance due to XXXX to contact me via email instead of calling, ignoring the letter sent and the information provided.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-30
NM
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan was taken over by Loan Care ( XXXX XXXX ) around XX/XX/2019. They have failed to provide me proper accounting upon take over. They have required an additional escrow repayment even though XXXX had just required that before take over. I have paid both additional escrow reserve requirements to ensure no hiccups. On XX/XX/XXXX, I called Loan Care because they had not posted any of my payments and showed I was 3 months behind. I had to provide proof of payment. This took hours! Mid XXXX, I paid the escrow reserve payment of {$110.00} again. On XX/XX/XXXX it came out of my account. As of XX/XX/XXXX they still have not posted it. I have called 3 times and sent 2 emails and they refuse to take any proof that my bank has provided. Now they are saying my XXXX payment is late even though I have provided both a transmittal form from ( XX/XX/XXXX ) the bank and a copy of my bank statement showing they took funds XXXX. They refuse to take that proof either. They have posted a late payment and are now reporting me 30 days late. On XX/XX/XXXX I have spoken to them again and they still refuse to take any proof of funds received. I can not keep calling them monthly when I pay on time. I have always paid on time. I have several mortgages and a 750+ credit score. I can not get through to any real person at Loan Care that can actually correct the issue. A consumer should not have to continually call and proof that a huge mortgage company has their money. This is a waste of time and I can assume I am not the only person having issues. I may be the only person taking the time to make a formal complaint.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-30
Spring Hill, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I have had nothing but problems with Loancare and no one at the company will help me!! They keep putting me on hold and then disconnecting my call. I am in tears as I write this because I am a very responsible person and make my payments ahead of schedule EVERY month!! I login today to make my payment before the XXXX of XXXX - it is supposed to be {$36.00}, and for some reason the payment requested is {$110.00}??? Mind you, I have a printed bill from Loancare stating my bill is {$36.00}, but they are telling me I owe 3 times more than that online and on the phone. They will not put me in contact with a supervisor to fix the issue and my payment is due tomorrow!! I don't know what to do! I am not going to pay a bill that is clearly inaccurate when I have proof of making my payments on time every month via bank statements and their bill saying what I really owe. I feel helpless and this is my first home and I have had problems every month just trying to pay my mortgage! I have never been late on a payment. I am going to get a lawyer if this is not resolved
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-30
Martinsburg, WV
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-29
Onekama, MI
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Summary : LoanCare escrow service paid taxes out of my escrow account to an incorrect parcel number in XX/XX/XXXX. They have not yet refunded me for this error or the late fees incurred as a result of taxes not being paid correctly.
Details : On XX/XX/XXXX Loan Care sent {$1300.00} to the City of XXXX XXXX for payment of XXXX Summer Taxes. The issue is Loan Care placed the INCORRECT Parcel ID on the check so the {$1300.00} was applied to my neighbors taxes. I have met with and spoke with the City several times as well as Loan Care on Loan Cares mistake. Everyone acknowledges that Loan Care made the mistake but I have NOT yet received my {$1300.00}.
{$60.00} : A year later, XX/XX/XXXX, Loan Care finally paid my XXXX Summer Taxes of {$1000.00} plus a late fee of {$60.00} due to Loan Care paying the XXXX taxes a year late. I am still awaiting the refund of the {$60.00} from Loan Care.
I have been contacting LoanCare with over 25 phone calls and emails since XXXX of XXXX and they are not resolving the issue. I am put on hold for hours to wait to speak to a management member who ultimately has no authority to resolve this issue. It is deferred to their " tax department '' but no attempts are made to contact me in any form.
I sent LoanCare a very detailed letter and spreadsheet with amounts, dates and payments in XX/XX/XXXX. They said I would be contacted within 3 days. It is now 4 weeks later and I spoke to a member of their " management team '' after being on hold for an hour and was only told that I needed to wait another week for them to decide what to do.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-29
Edison, NJ
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2019-09-29
Lake Elsinore, CA
Trouble during payment process
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
2019-09-28
Tucson, AZ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: Last XX/XX/XXXX, I became to struggle making my mortgage payments, I submitted XX/XX/XXXX payment in XX/XX/XXXX, then I sent a partial payment of {$650.00} to cover XX/XX/XXXX payment along with the unapplied/suspense funds of {$490.00}, they responded asking for {$270.00}, that I sent.But that payment was never applied. I have been emailing the company. They finally responded in XX/XX/XXXX stating they will apply the payment, what they did not do. After that I sent a certified letter, I got a letter back in XX/XX/XXXX stating they will bring my account current. In XX/XX/XXXX I couldn't make the payment but I submitted 2 payments in XX/XX/XXXX. Since then I have been paying within the month. I already submitted XX/XX/XXXX payment, but is shows as XX/XX/XXXX payment on their side. Every time I call, I got transfer to the collections department, where they only ask me to send another payment. they offer assistance in XXXX ( my first language, but the waiting time is ridiculous more than 1 hour to get a person on the phone an then get transfer to the collection department. I made my last attempt last XX/XX/XXXX, when a supervisor told me they won't apply my payment even that I have 2 confirmations they will do it.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation