LoanCare, LLC

2016-07-11

Fort Worth, TX

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: XX/XX/XXXX, I scheduled my mortgage payment thru the biller 's website. Not sure if there was an issue with the site, or the submission just did n't go thru, but my payment never made it to Loancare for XX/XX/XXXX payment. I looked on my browser history and could n't find any information due to my history would only go back 2 weeks. I contacted Loancare and explained that I scheduled my payment, but do not know why it did n't show up. I explained that I was currently in the process of purchasing my new home, so there was no way I would have jeopardized missing a payment and causing issues with my credit. Unfortunately, they did n't want to hear it and told me they could n't do anything and that the 30 day late notice would remain on my credit report. I just retired from the military after serving for 20 years, in the process of getting married and this was going to be our first home together. Because of the 30 day late on my credit report, it dropped my credit score by over XXXX points which has caused me not be able to close on our new home and because I just sold my previous home, I am essentially homeless and can not get approved to purchase or rent another home. The loan payment that was scheduled for XX/XX/XXXX was actually credited to the account on XXXX XXXX, but they would not post it to my principle and interest balance since I was in the process of selling my home. I paid off the entire loan balance as of XXXX XXXX, 2016, but the damage has been done and Loancare would not consider removing the 30 day late even though I know I scheduled the payment. I served 20 years in the military and could n't believe that this company would be so unaccepting of my integrity. I had no reason to miss the payment and my weekly income is sufficient enough to ensure my payments can always be made. Plus the fact that I was in the process of closing on my new home, there too was another reason as to why I would n't miss a 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

2016-07-11

Atlanta, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: After my FHA Loan was transferred from XXXX XXXX company to Loancare XXXX, none of my mortgage information was transferred over correctly. Loancare reported me 60days late to the credit bureaus and tried to foreclose on my home after speaking with XXXX XXXX in the collections department and providing her with proof of payment to XXXX XX/XX/XXXX and XX/XX/XXXX, which was within the 60 day legal period of the loan being transferred. I also sent a letter to Loancare from XXXX stating that my loan was transferred to Loancare as of XXXX XXXX, which is why I continued my payments to them for those two months. I was reassured that these funds would be collected from academy and with no penalty to me. I also asked for my escrow account to be fixed since it was still reflecting a dramatically lower payment than I was making at XXXX. Even still i continued to receive constant foreclosure letters and no change to my escrow account. After getting a lawyer to assist me in this process I then spoke with XXXX XXXX who assisted in getting my monthly payment corrected but would not assist me in my escrow shortage. He claimed everything was update and could no longer assist me. I then spoke to someone in customer service named XXXX XXXX who admitted my escrow account was short and would work to resolve the issue but, I have yet to hear back from her. She asked me to forward her all my emails with XXXX XXXX and I did. This issue has been ongoing since XXXX XXXX. I have lost sleep and been stressed out for months. I thought laws were put in place to prevent company 's from treating clients like this. The lack of response and care is completely discomforting and unprofessional. It would take me to call Loancare 5 times just to recover one person to assist me correctly. With all said and done my escrow account is still short in funds. XXXX sent me information stating they sent over {$2300.00} for my escrow account through XXXX 2016. Loancare reports only having {$1800.00}, as of today, remaining. This amount is incorrect because my monthly escrow payments are ) XXXX. My monthly PMI is {$100.00}. My yearly Hazard insurance is {$720.00}. So if you add {$260.00} for each month of XXXX, XXXX, and XXXX, then subtract the monthly {$100.00} for PMI and {$720.00} for hazard insurance, my escrow balance should be {$2000.00}. Where is the rest of my money???
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

2016-07-10

CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our loan servicing company was changed to LoanCare and soon after we noticed an error on the new online site. While our payments seem accurate and the total amount owed seem accurate, the online site states the wrong Original Loan Amount. We want the Original Loan Amount on the website ( which is listed as {$44000.00} higher than our original loan ) corrected to the amount on our loan paperwork. We have emailed three times to have this issue corrected and our emails have been totally ignored. Each email was submitted through LoanCare 's secure email via their site login. When our emails were ignored, we began calling to have the issue corrected. We called on XXXX XXXX, 2016 and spoke to XXXX, ID # XXXX. She seemed to understand the problem and agree that it needed to be corrected. She said it would be handled and we would receive written confirmation of the change in the mail. When we did n't receive anything and the correction did n't happen 30 days later, we called again on XXXX XXXX, 2016. This time, we spoke to XXXX, ID # XXXX. She said we could not speak to a supervisor. She listened to the issue and said she would look into it, putting me on hold. A few minutes later, She hung up on me. When I called back, I reached the same person I spoke to on XXXX XXXX, XXXX, ID # XXXX. She said that she remembered me and that their paperwork said that the issue would be resolved on XXXX XXXX and we would be contacted with a resolution by phone. That date has come and gone and we have not heard anything. We have original loan documentation proving that their information is inaccurate and we want this corrected. My concern is that they will sell the loan to another company with this inaccurate information. Due to their unreasonable resistance to correct this error, we are beginning to suspect that they have no intention of fixing the error. We need a definitive response from the company so we can know what next steps to take to address the issue.
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

2016-07-09

MT

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I was charged twice for a my XXXX mortgage leaving me with no money. They told me it was refunded and I have yet to see 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

2016-07-08

Auburn, WA

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

2016-07-08

Fort Worth, TX

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

2016-07-08

Spring Hill, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Our mortgage was transferred from one company to another, both belong to the same parent company. We received notice from Stearns ( our original servicer ) that it would be transferring to Loancare ( the new one ) on XXXX XXXX. I never received anything from Loancare, even though subsequent research has told me it 's mandatory. We paid our final payment with Stearns via autodraft on XXXX XXXX, the mortgage due date. On XXXX XXXX we saw a second withdrawal from Loancare in the FULL amount of our mortgage. When we called Loancare they said they did n't see that taking place on their end but had heard similar complaints by other customers. When we called back hours later, they assured us they 'd be wiring the funds back to our bank and they 'd be there by XXXX. They still are n't showing up, leaving us basically in financial ruin for the weekend with a small child at home. I do n't know ANYONE that can afford to pay their mortgage twice in a week. This is completely unacceptable and given my findings into this company today, I am not alone in my treatment from them. They need to be seriously investigated and shut down. They had no authorization to access my bank account in the first place and lied when they told us they 'd be taking corrective measures. XXXX
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

2016-07-06

Spring, TX

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

2016-07-06

Mill Valley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: LoanCare, XXXX, VA XXXX is the worst Mortgage company in the US and has been a huge problem since it was purchased from XXXX. They have taken out loan pmt from autowithdrawl on the wrong dates twice, causing overdraft fees, they have taken out pmts twice in one month, they have sent letters regarding nonpayment of property taxes. My taxes are paid in full as of XXXX XXXX. I have sent them documentation of these transactions and they still say I have to send them more info regarding prop taxes. The voice mail to talk to someone takes at least 10 minutes per try. Their system disconnects or does no connect to the supervisor when requested. These people should be stopped. XXXX and XXXX have many many many complaints about this company. It is mortgage XXXX and they have to be shut down.
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

2016-07-01

Santa Ana, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We purchased our home in XX/XX/XXXX with our first mortgage payment due on XXXX/XXXX/XXXX. In XXXX XXXX, LoanCare, LLC purchased our loan. When we closed in XX/XX/XXXX, both our property taxes and hazardous insurance were paid for the entire year. Our estimated monthly payment was supposed to be {$2500.00}. We paid this amount XX/XX/XXXX thru XX/XX/XXXX. In XX/XX/XXXX, we receive a letter indicating the MI was inadvertently missed on the monthly payment. Monthly payment in XX/XX/XXXX went to {$2800.00}. We received another letter indicating that because there was a shortage, additional payments were needed to catch up. Upon review, we noticed that the MI had been included but the property taxes had been missed. Then we noticed that the property tax amount charged was incorrect. On XXXX XXXX, XXXX, we submitted an online inquiry to Loancare, XXXX, detailed all payments made to date, included a correct calculation of our monthly bill [ ( {$2000.00} principal and interest ) + ( {$270.00} MI ) + ( {$410.00} property tax ) + ( {$41.00} haz insurance ) = {$2800.00} ] and attached our current property tax bill to confirm the information. We asked that the property taxes be adjusted to actual, a new monthly payment be calculated and our escrow reserve be adjusted accordingly ( Ticket # XXXX ). I was told the inquiry would take 5 business days to complete. XX/XX/XXXX payment was now {$2900.00} which we paid. I have made numerous calls to get a status trying to get this issue resolved. At first I was told that there was no new information ( XXXX/XXXX/XXXX ) - I asked to speak to a supervisor and was denied ; then that the property tax division had researched the information and had adjusted the property taxes and had sent the file to the escrow department to compute a new monthly payment ( XXXX/XXXX/XXXX ) - excited that things were moving, I was told to call back at the end of the month. Then I was told that the property tax department was not done with their research ( XXXX/XXXX/XXXX ). Then I was told that they were done and when I asked what my new property tax amount was it had not changed from the original incorrect amount. I indicated that this information was incorrect, that my property tax bill had been attached to corroborate this information. I was then told that they would send it back to the property tax division to review which would then forward the case to the escrow department to re-calculate a new monthly payment - back to where we started with my original inquiry on XXXX XXXX, XXXX ( XXXX ) - this was the only time a supervisor addressed me. At this point, its XXXX XXXX and another inflated monthly payment is due! XX/XX/XXXX monthly payment is {$2900.00}. We will continue to pay our principal, interest and MI but will not re-start property taxes and haz insurance until this issue is fully resolved. I would like to submit a complaint against LoanCare, LLC. for their blatant negligence in financial accounting, inefficient and inadequate ability to resolve issues within the time frame they have established.
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

2016-07-01

Sarasota, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: LOANCARE IS GUILTY OF EMBEZZLEMENT. OUR ESCROW FUNDS WERE STOLEN, WE WERE BILLED FOR THE THEFT AND THEY TRIED TO STEAL OUR HOME WITH AN INFLATED PAYMENT WE COULD NOT AFFORD. AFTER ILLEGALLY EMPTYING OUR ESCROW ACCOUNT LOANCARE CHANGED OUR PAYMENT FROM {$840.00} A MONTH TO OVER {$1400.00}. THEY NEVER MADE US AWARE OF THE THEFT OR THE CRIME BUT THIS 6 MONTH MISAPPROPRIATION OF FUNDS WAS CONFIRMED IN A PREVIOUS CFPB FILING BY XXXX XXXX AND XXXX EXECS. IN ADDITION THEY VIOLATED THE 45 DAY RULE BY NOT INFORMING US OF ESCROW FRAUD ON LOAN ORIGINATION AND ANOTHER 45 DAY VIOLATION BY NOT INFORMING US OF FORCED INSURANCE WE WERE BILLED FOR
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

2016-06-28

East Windsor, NJ

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

2016-06-28

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My home mortgage loan servicing was changed by lender to LoanCare in XX/XX/XXXX/ XX/XX/2016. I did not received any mail package from LoanCare as the new loan service company providing the information of new account number or address for making monthly payments However the old mortgage company sent me a letter that LoanCare will be the new loan servicing company. on XXXX/XXXX/2016 I sent out first payment using old account information. I hope that I will get monthly statement or other info from LoanCare in mean time. LoanCare will call and leave message, when called back, the system will ask to put in LoanCare home loan number ( That I never received ) or full social security number. To protect my identity, I could not punch in Full social security number. No live person could be reached untill I provide my full social security number. On XXXX/XXXX/2016 I received the payment overdue notice from LoanCare that had necessary account information. I sent payment to LoanCare electronically through my bank ( XXXX XXXX ). Now I had my account number, I called LoanCare, they admitted their mistake and wave-off the late fee. Around XXXX XXXX, 2016 I needed home equity loan, the lender pulled my Credit report, It had late payment record by LoanCare, citing that reason they declined to lend me money. LoanCare is wrongfully reporting late payment ( by 30 days ) on my credit report. - Payment was late by 12 days because of fault of LoanCare for not sending me mail package for new payment details. Payment was sent on XXXX/XXXX/16 instead of allowed upto XXXX/XXXX/2016. - For Mortgage Loans, the payment can not be assumed late for first two months ( 60 days ).
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

2016-06-28

Discovery Bay, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Loancare, my mortgage servicing company failed to pay my supplemental property taxes even though we have an escrow account for property taxes. They did n't pay on time accruing late fees. They failed to inform us that they do n't cover supplemental property taxes thus leaving us to believe they were being paid. Then when I called to find out what was going on I found they paid the first installment late but not the second. So they pay them sometimes only when they want to? I could n't get a straight answer and they were really rude on the phone.They lied stating we were told about the supplemental not being paid however that proved to be false as well. I also have another complaint about XXXX XXXX mortgage co. who our loan is actually through, I think. By the way do n't get me started on knowing the difference between a loan servicing company and our actual lender. Anyway XXXX set us up for a second mortgage fixed rate only to find out after the fact it was home equity line of credit with no fixed rate!!! These mortgage companies are still doing shady things and getting away with it with no accountability. I have several friends who have similar stories of shady financial dealings with lenders. Since all of this we are refinancing with a much more straight forward company ; XXXX XXXX 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: No Timely Response

2016-06-25

Glendale, CA

Credit decision / Underwriting

Mortgage: Home equity loan or line of credit

Complaint: My second mortgage was sold to LoanCare. After a leak in my home created considerable damage, I started receiving checks from XXXX to pay repairers. Checks were sent to LoanCare to endorse. When the amount reached {$20000.00}, LoanCare put numerous obstacles in our path - a variety of paperwork from numerous people, checks that had to be returned because they were made out to the wrong person etc. The final straw was a check made out to me and XXXX subcontractor ( I had to pay XXXX different contractors ). I must now send this check back once again without confidence that I 'll ever get the money. They are obviously a shady company considering all the complaints I read on the XXXX website. Ca n't anything be done?
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

2016-06-24

Battle Ground, WA

Credit decision / Underwriting

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

2016-06-24

Franklin Lks, NJ

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My loan was sold ( again ) and serviced by Loan Care. This company is a nightmare, it is supposed to be a servicing company but they do n't provide any service. Recently I tried to log into my account to retrieve my statement ( I had signed up for online delivery ). Password resets and emails did not work so I called during the day. After significant attempts to reach someone ( there 's no option to talk to anyone ) I find out that their recent update made their website incompatible with XXXX. All the customer service rep would say is that I have to access through a PC. And his only solution was to email me my statement through unsecure email. He hung up before I could have the delivery changed to mail instead of a website I ca n't access. There was no mention of when it will be fixed nor any genuine concern or apology for their errors.
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

2016-06-23

IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: The issue is cause by Loan Care Mortgage Company. They have may XXXX errors with my mortgage this year so far. # 1 On XXXX/XXXX/XXXX - I received a check for {$1000.00} from " Loan Care '' stating that my Escrow had an overage & that this amount was being return to me. I call " Loan Care '' { same day } asking that this call be recorded as well. Then I ask the CSR was this check send out an error on " Loan Care '' part or was this for real and to check to be sure this was not a mistake. The CS person said that the check was not a mistake, it was an overage to my Loan & Escrow accounts, that all bills { loans & Insurance and taxes } are paid. I question the CSR again & the same answer. The CSR person said that if I did n't want the check, just send it back. I reply that if is this for real, I was going to pay a bill with it. # 2. I found out on XXXX that " Loan Care '' had been applying Mortgage payments to my Escrow account. # 3. I call " Loan Care '' on XXXX/XXXX/XXXX to find out were my Loan Statement was, I 'm trying to Re-fi my mortgage with XXXX & need a up to date statement. That 's went I was told ; that I was behind in Home payments & it had been reported to the " Credit Company 's ''. That 's when I found out that my Mortgage payments were being added to Escrow accounts. After talking to XXXX different CS 's, I found out that they had added XXXX Mortgage payments to my Escrow account & not my Mortgage. " Loan Care '' Mortgage Company only found these errors out when I call them on XXXX/XXXX/XXXX. I then was transfer to upper management person - XXXX XXXX. I told her all that I found out about what was going on with MY Mortgage payments. XXXX said she was correcting all of the payments errors as we speak. But that I was still behind XXXX payment & I need to pay it. I told her I do n't have it & that after I call " Loan Care '' on XXXX, I had paid a bill with that money they had send back to me & that this was their BIG ERROR. I told XXXX that the mortgage was being paid by Indiana Gov'ent help fund. That I was calling Indiana XXXX XXXX and reporting " Loan Care Mortgage. XXXX group told me to file this complain with you and the Indiana Attorney General as well.. The payments were made in good faith and the " Loan Care '' Mortgage Company was the one making all of errors and not taking responsibility for said errors.
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

2016-06-22

Jacksonville, FL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-06-20

Nashville, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We submitted in writing to Loancare on XXXX XXXX, 2016 for a partial deed release and a pmi removal ( per instruction from a customer service rep I spoke with ). After we had n't heard from the company for 3 weeks I called and spoke with a customer service rep who said they had " missed our email. '' She found it, read it and said she would transfer the call to the right person to assist us. She sent me to someone who began assisting us with the partial deed release. This individual sent a letter that stated all the information needed to do the deed release. One of the requested documents was an appraisal of the home less than 30 days old. We hired a reputable company from our county to come out and do the appraisal as requested. I then called back and spoke with a customer service rep who told me where to email the appraisal with our request for the PMI removal. I followed her instructions but a week later only received a general letter in the mail from Loancare stating the items needed to do a PMI removal. I called in and asked why we got this general letter back and was told that, for PMI removal, we had to pay Loancare directly to hire someone to do the appraisal. They said they would not accept the appraisal we had already paid for. I argued with them on the phone over the next few weeks requesting for them to pay for this second appraisal since they dropped the ball in the beginning and never informed us that the appraisal should only be done through them for PMI and deed release. They would not budge. We went ahead and sent in the money for the second appraisal. It was now almost XXXX. Another few weeks went by without them getting an appraisal on the books and after multiple calls and getting our original mortgage lender involved ( XXXX ) Loancare finally called to tell us that they were scheduling the appraisal. I requested to have someone from within our county but they told me I had to use the person they selected. He was an appraiser from another county and he was extremely unprofessional ( XXXX, TN ). He would n't give me a firm appointment day and time but said he would call and just show up with a 30 minute notice. He was in and out of our home within 5 minutes and before leaving, I asked how long it would take to get our appraisal back. He told me next week but said that he was n't sure he could even do it because he did n't think he could find comps. I could tell he was either very new in this field or had no clue what he was doing. I immediately called Loancare and told them my concerns but they said we had to wait to get his appraisal back. It took 3 weeks to even get the appraisal back. His appraisal came in at {$240000.00} ( while our previous appraisal came in at {$310000.00} ). Loancare told us that we could not remove the PMI. Loancare told me that they would see if they could use our first appraisal to remove PMI but two weeks have gone by and now we are again getting the run around with no solid answers. We are under contract to sell our land with a close of XXXX XXXX, 2016. None of this should have EVER taken this long. We need help! We are running out of time due to this servicer 's negligence and unprofessionalism and their hiring an appraiser who did not have the understanding, ability or knowledge to give a timely and accurate appraisal.
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

2016-06-14

Garrett Park, MD

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-06-13

Erial, 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

2016-06-12

Odell, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Loan Care did not pay my XXXX county taxes in a timely manner ( despite having the money in a timely manner ) resulting in additional tax charges. I contacted Loan Care about this issue and they did not respond. I have now had to pay the tax bill to avoid late fees and request reimbursement for this payment from Loan Care.
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

2016-06-10

Library, PA

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 monetary relief

Disputed: No Timely Response

2016-06-08

Milwaukee, WI

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