LoanCare, LLC

2016-06-08

Maiden Rock, WI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have mortgage with XXXX which originated in XXXX, XXXX. They used Loan Care for their mortgage payment processing. I submitted payments directly though them, although would occasionally also use The XXXX XXXX 's web page. On XXXX XXXX, XXXX I submitted my monthly payment to them using my credit union 's bill pay feature ( as I had done in the past ) I did not know that it had been transferred the previous month. I was told in XX/XX/XXXX, by the XXXX XXXX, that my XX/XX/XXXX payment was late. I then found out about the processing center being changed. I contacted Loan Care and asked them to forward my money, as they had in the past, to the XXXX XXXX, or to return my money to my account. I had used an electronic transfer, so it should be easy to verify. As of XXXX XXXX, XXXX they still have not forwarded or refunded my money, making my mortgage now 4 months late. I have placed numerous calls and emails to Loan Care to get this resolved to no avail. I call every XXXX days. Often, they will tell me they are waiting for information I already supplied. They tell me it is forwarded to a manager, and that they will contact me. No calls are returned. I have asked XXXX XXXX to help, since the loan originated with them. Nothing has been 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

2016-06-07

Katonah, NY

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Complaint: Loan # XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX, XXXX, NY XXXX We represent the XXXX, the borrowers/owners of the above referenced property who have been trying to complete a short sale with XXXX for over a year! We are now on our XXXX buyer as we have lost our prior buyers due to the extensive delays by XXXX in processing this request. On XXXX XXXX, 2016 the prior servicer ( XXXX XXXX ) confirmed that the appraisal was done and they would be issuing the approval latter that week. On XXXX/XXXX/16 the loan was transferred to LoanCare, LLC before the approval letter was issued. We have called daily for the past 2 weeks trying to get status and are repeatedly told that no one has been assigned to our client 's file. This is the worst case of unresponsiveness and torment by a lender we have ever experienced.
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

2016-06-06

Blue Mound, 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

2016-06-02

Scottsdale, AZ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Last year I went through bankruptcy ( Chapter XXXX ) and I affirmed my mortgage. My loan was through XXXX at the time. My bankruptcy was final in XXXX XXXX and my husband was still out of work so I contacted XXXX to discuss options. I started a loan modification. I was to not make a payment in XXXX, then make XXXX payments at the loan modification amount, then my loan modification would be finalized. I made each payment in full on time. XXXX then sold my loan to LoanCare. During the time that the paperwork was being transferred, I was told to make payments to XXXX, which I did through XXXX XXXX, XXXX. I contacted LoanCare in XXXX XXXX after receiving a statement showing that I owed the original amount of my loan and was connected to bankruptcy/loss mitigation. I spoke numerous times with a loan specialist and finally received my final loan modification paperwork XX/XX/XXXX, which my husband and I signed and promptly returned. The Deed of Trust and Assumption of Loan were filed with the XXXX County Recorder 's office on XXXX XXXX, XXXX. Keep in mind that I have faithfully made my loan modification payments this entire time and kept getting notices from LoanCare stating that payments in an incorrect amount were due. When I called LoanCare each month they told me to disregard the notices, that they are automatically generated and are not reflective of what is in their system. I have repeatedly requested that they update their system and stop sending me incorrect notices. Throughout my entire time with LoanCare I have not been able to log onto their system because the system is not updated and I have the option of paying {$15.00} extra to make a pay-by-phone payment or mail a check. In XX/XX/XXXX, to avoid paying the extra {$15.00} I mailed a check to LoanCare using the address on the incorrect statement that they sent me. I mailed my check approximately a week prior to XXXX XXXX. I then watched my bank account. After not seeing the check post on the XXXX, I contacted LoanCare - of which the representative said that my check had not been noted as received, but it may be because I was supposed to mail it to a different location and if the check was received at the address on the statement, my check would have been forwarded to another location for processing due to my account marked as loss mitigation. My check cleared a couple days later. Last month a man was walking around the front of my house taking pictures of my home. My neighbor contacted my husband ( who was home ) and my husband went outside to speak to the man. He stated he was taking pictures for LoanCare - why are they taking pictures of my home without informing me and what are the pictures for? This morning I called to make my XX/XX/XXXX payment. I first called and was told that I needed to speak to someone in bankruptcy but they were in a meeting and I needed to call back in 1/2 hour. Then I called back and the representative stated that I did n't need to speak to bankruptcy, that she could accept my payment ( of course with the {$15.00} extra fee ). I again complained about the incorrect statement. She again stated that the statement is automatically generated and to disregard. I became angry and requested that I be put through to the person that handled my loan modification because their computers should surely be updated by now and I am done receiving incorrect statements and sending my money to a company that obviously does not communicate between the different departments. I left a message for loss mitigation department ( the person that handled my loan modification ). Before I received a responsive telephone call, I received a call from a debt collector - XXXX XXXX - regarding my LoanCare loan. I am concerned that LoanCare is misappropriating my payments, sending me false statements and may attempt to sell my house out from under 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

2016-06-01

Fleming, GA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am about 7 months past due on my mortgage due to loss of income. I now have sufficient income to make my mortgage payments again due to being a XXXX veteran so I submitted a modification package to this company on XXXX/XXXX/16 because they are trying to foreclose on XXXX/XXXX/16. They confirmed that they have a complete package and it is in review even sent me a letter to confirm yet they refuse to postpone the sale date until they have a chance to review. I told them this is called dual tracking and is illegal. They said they did n't care and will not postpone the sale date. Please help me, I want to keep my home. I served this country and in the process became XXXX and now I 'm losing my home. All I want is to keep my home now that I have the sufficient income and I am not even that behind on payments. Help me 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

2016-05-31

NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our loan was sold to this company and we had no warning or say so. The loan was originally in both my wife 's and my name but this company took me off. This past XXXX they failed to send a bill for our mortgage and we did n't notice it until they sent a past due notice with {$77.00} late fee tacked on. My wife called them and they said not to worry, just send the payment. We did. In the meantime, they sent a letter admitting to the mistake. We kept getting late payment notice 's and warnings that we were in jeopardy of losing our home. My wife kept calling them, they said not to worry but, the warnings kept coming. We are now waiting for them to send a corrected payment slip showing the amount due. My wife has had XXXX and ca n't handle the stress. Please do something about these incompetent people.
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

2016-05-27

Bellevue, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My home loan is serviced by a company called LoanCare, LLC. My loan closed on XXXX XXXX of 2015. LoanCare claims that it began reporting my home loan to the credit bureaus 60 days after the loan closed. However, to-date, none of my credit reports from XXXX, XXXX, and XXXX reflect my home loan. I have contacted LoanCare twice by phone and three times via email ( at their request ) to resolve this reporting issue. I was contacted around XX/XX/XXXX and told that the issue had been resolved, and that my home loan would begin to appear on my credit reports on XXXX XXXX, and that I would be called and emailed to confirm that the numbers were reporting. It is XXXX XXXX, I have received no call nor email confirmation, and my credit reports are still void of any home loans. This issue has become particularly taxing because it prevented me from obtaining a competitive interest rate on a recent auto loan. In addition to that issue, my parent 's, who were co-signers on my loan, have also not seen this home loan appear on their credit reports. Recently, when trying to purchase a home of their own, they ran into multiple speed bumps in the process because the mortgage company could not account for my home loan on their credit reports. Their mortgage company, XXXX XXXX XXXX XXXX, called LoanCare, LLC to inform them of the problem. LoanCare 's response was that they have been diligently reporting the loan since XX/XX/XXXX. Since LoanCare is clearly not competent nor capable of reporting my loan information so that it appears on my credit reports, I am requesting forcible action from the CFPB so that I may receive the correct credit score that I have earned, refinance my home, and obtain competitive interest rates on other loans.
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

2016-05-27

Effort, PA

Other

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

2016-05-23

Great Falls, MT

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

2016-05-20

Boca Raton, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: Yes Timely Response

2016-05-19

FL

Settlement process and costs

Mortgage: FHA mortgage

Complaint: I refinanced my mortgage XXXX 2015 I have just taken a look at my credit and seen where my old mortgage company has put a 30 day late on my account that was with them I have emailed and called numerous times each week for over a month now and I have gotten no where with this company but " I am turning this over to my supervisor and you should hear from him within 24 hrs '' that is the same line I hear each time I call I want this removed I 've worked hard to get my credit back in shape. this is not the first time I have had a problem with them the last time was 8 months of getting my escrow refunded and that was the same thing I heard then my supervisor will be handling this same XXXX from before.ive included screenshot of XXXX of my credit report to show the dates for loancare and XXXX who is my new mortgage company for when they took the loan over on XXXX XXXX 2015 I 've included another credit report showing where it is saying that XXXX was late there 's no way any of it was late also included the email I sent to loancare and that is the ticket number they gave 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

2016-05-17

Tallahassee, 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: Yes Timely Response

2016-05-17

Leeton, UT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our loan was sold to loancare, so we did not choose them to finance our loan. With a recent situation, as well as many interactions with this company, I am very concerned with the service and internal controls within loan care. I 'm in high management at a student loan company, and would be mortified if my employees handled calls and situations as they did. Back in XXXX, we began paying every two weeks. We were told this was okay. Then we came to find out after a couple months that we can not split the payment, and have it count as our monthly payment. We found this out when we were due a double payment one month. We spoke to an agent about this, and he said he could re apply the payments that showed to principle to count as the payment. We advised that from here on out we would make the full payment which we did. Months later, we then received a delinquent notice, and so we called. I was on hold for almost an hour till someone came on. I explained to the agent the situation, and she was not helpful, stating she was n't sure why it was n't done. I asked for a supervisor, and was transferred to a voicemail. I called again, and after an hour an agent picked up and disconnected. I was in shock of the customer service I was recieving. The last conversation my husband had with a supervisor is that even though we were told it would be re applied we should not have split the payments. We were reported to the credit beruea by this company although our payments were made. They did not fulfil on their end re applying the payment. I 'm concerned that we first would be told this would be re applied, that it never happened, and then future encounters there is no one taking responsibility. On top of this, as a customer I do not feel taken care of. It should n't be so hard to get in contact with your mortgage company because the hold times are so long. Then on top of that, recieving the poor service when you do speak to someone. I have never had issues with my credit, and because of Loancares poor business practices, I now have a mark. After researching and reading other reviews, I 'm not sure how this company is allowed to be in business.
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

2016-05-17

Miami, 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

Disputed: No Timely Response

2016-05-13

Mboro, TN

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

2016-05-11

Edenton, 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

Disputed: No Timely Response

2016-05-10

Modesto, CA

Other

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

2016-05-10

Reno, NV

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We got a little behind on our mortgage while under a Chapt XXXX bankruptcy, we missed some payments leading up the Mortgage Company contacting our attorney to file a default. The attorney contacted them and they stated on or around XXXX XXXX that we would have to make a {$6500.00} cashiers check payment to them in order to bring our account current. We scrounged around and sold some things to get the money and mailed it to Loancare overnight on XXXX/XXXX/XXXX. Ever since that date, I have made all my monthly mortgage payments to them. After the chapt. XXXX was discharged on XXXX XXXX, they all of a sudden are stating that we missed XXXX XXXX payment. I clearly show it being paid on the attached word document in XXXX XXXX. I have called them and they said to give them a years worth of proof that I have made all my payments from the XXXX XXXX til XXXX. Again that is attached to what I sent them ( 2 TIMES ) with no response. They are currently reporting fraudulent statements on my credit report that according to my records is false. They are also sending threatening letters stating that we are 2 months behind everytime I do n't make my payment on the XXXX. I have a 15 day grace period on my original loan documents and if I pay it on XX/XX/XXXX, should NOT be assessed any late fees. I am paid on the XXXX of every month and that is the check I use to make my mortgage payments. I have a QWR under RESPA guidelines all typed up that I can mail them in case they do n't respond. Just email me and I will send CFPB and LOANCARE certified copies Priority Overnight. Hopefully you can assist in this and bring a closure to this on going battle I am having. Threatening phone calls and letters can provide a very stressful environment to myself and my family.
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

2016-05-10

AL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage company failed to pay my taxes in XXXX. They did not notify me at all. I did n't find out until I went to the courthouse to get proof of residency to register my son for school. They have since sold my loan to a different company and wont tell me anything. My taxes were sold XXXX XXXX, XXXX. No one will tell me where the money I paid for taxes is.
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

2016-05-10

Jay, ME

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

2016-05-09

Mabank, TX

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

2016-05-09

Chesapeake, VA

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

2016-05-09

Hinkley, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2016-05-05

Eight Mile, AL

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

2016-05-04

Dallas, GA

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