LoanCare, LLC

2016-03-29

San Jose, 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: Yes Timely Response

2016-03-24

Tubac, AZ

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

2016-03-23

NY

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: My mortgage was with LOANCARE SERVICING from XXXX. I began a modification in 2014 where my payments were made on time and I should not have been reported late to the credit bureaus. I thought all was reported ok until recently I had my credit looked at as I am in the middle of purchasing a new home and indeed LOANCARE reported me late for those months. I was horrified and very angry when I saw this because multiple representatives told me this would not happen. this is quite the tarnish to leave on my credit and I am very unhappy as to why I was lied to and how this has affected my credit score and also my potential for getting a new mortgage. I have spoken to loan care a few times and they have been very unresponsive and not helpful at all. after hours and hours of calls when I finally spoke to someone they asked for a written request. I sent this is In XXXX of this year and still nothing. The months in question are XXXX, 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

2016-03-22

Forest Park, 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

2016-03-22

Delaware, OH

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
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

2016-03-22

OR

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My loan was recently sold to LoanCare from XXXX. My loan originally came from XXXX XXXX Mortgage and then my loan was sold to XXXX. The suspecious part of this is that XXXX XXXX XXXX owns LoanCare. I 've come full circle of shady feeling mortgage selling and buying. Anyhow, I was n't notified until 2 months after the fact that my loan had been sold to LoanCare. Fortunately they offer a grace period for such a thing. I eventually got set up through their phone system but they only offer robot voice attendants. I 've tried at least 8 times to contact them choosing various options but it does n't appear any humans work for LoanCare. I desperately want answers to my questions about PMI being paid off and can not get a hold of anyone. I 'm now trying to get answers through the parent companies.
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

2016-03-17

Clarkston, MI

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

2016-03-17

GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage with XXXX Bank was sold in XXXX XXXX to LOAN CARE, XXXX. The first payment to LoanCare was by check. I made a mistake while writing the check I wrote XXXX in letter when I was supposed to write XXXX XXXX XXXX XXXX XXXX XXXX dollars and XXXX. When I checked my bank account I realized my mistake and hoping to fix that I wrote another check for XXXX and sent it to them before the deadline for the payment to be considered delinquent. Almost at the same time I received a letter saying the payment was sent toward principal and received a bill saying that the payment was directed toward the principal and they sent me a bill for {$2500.00}. Almost at the same time I also received an application for automatic draft from my checking. I filed it and sent it to them also. I thought the XXXX was for the months of XXXX and XXXX XXXX since I was up to date in my mortgage payment with the previous bank. Also I sent a check to cover for the month of XXXX since by experience it took time for the auto draft to be set and they also sent another letter saying the draft will start in XXXX They went into my account and withdraw the XXXX on XXXX/XXXX/XXXX then on XXXX/XXXX/XXXX my bank cleared the check written fir XXXX for XXXX. In total they got from me XXXX between XXXX XXXX and XXXX XXXX, XXXX. I called their customer service and spoke to a lady and asked her to reassign the amount of XXXX they wrong fully charged to me and withdrew from on XXXX/XXXX/XXXX toward the XXXX payment. She agreed to talk to them but refused to send to me a confirmation of our communication. In addition, on XXXX XXXX, XXXX I wrote them a long letter detailing all the payments to them including the fact that they wrongly charged me an extra month of mortgage for no reason. At that point I did not trust them and I put a stop on the autodraft. Sure enough, XXXX XXXX XXXX, XXXX, I received a bill for XXXX telling me that there was no fund to cover my XXXX mortgage. I called customer service again the same lady ( XXXX ) answered she said it was a mistake because the XXXX mortgage was paid from the previous money like I requested but because the autodraft was set to start in XXXX it was done automatically and I have to pay the XXXX dollar fee for insufficient fund. I sent them the a check with a note written on the coupon and staple to check saying that the account was closed do not go there any more and the mortgage will be mailed monthly to them. Yet they cashed my check for XXXX on XXXX and wrote me a letter on XXXX saying the mortgage for XXXX XXXX was not made when they submitted the auto draft and they want me to pay the XXXX fee for XXXX. I did not send it. Again I sent my XXXX payment they cashed the check on XXXX and again today I receive a bill saying I owed them XXXX now for returned fee. I do not trust them and I will not let them go play in my account anymore. If I did not close the autodraft you can see what would have happen again to me an my money. I do not want the XXXX and I want advise on what to do to stop them from going to my account every month like that when they already know that he autodraft is closed. Please help. I have the documentation for all the above. but I need someone to help me load that to you. or Can I fax them to you?
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

2016-03-17

Bohemia, NY

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: Why would there be a need for a mortgage servicer to obtain another Abstract Title? As I understand it, the original Title should prevail throughout the life of the loan. According to my settlement sheet, I paid well over {$3500.00} for Title from XXXX XXXX, located in XXXX, NY in XXXX. Now, I 've found, according the County Clerk 's records, that yet another Title has surfaced from XXXX XXXX, located in XXXX, PA, obtained by LoanCare Servicing, who in turn supposedly sold the loan to XXXX, even though LoanCare was not the owner of the Note. How could they sell something they do n't own and paid absolutely nothing for? Did I mention the original Lender was the infamous " XXXX '' I thought when XXXX went defunct, all loans were to be delivered to XXXX. Mine was n't delivered until XXXX, three years later. During that time, there was NO ASSIGNMENT until XXXX to none other than who else, the servicer, LoanCare. Also, this was an FHA loan. If in default, should n't FHA have obtained it and sold it themselves? Where are they? Why was there a need to change Title Trustee from XXXX XXXX to XXXX XXXX? Does n't this place a cloud on the tile? I may be a novice concerning Real Estate but something just ai n't right. The way LoanCare and XXXX conduct their business, I 'm sure we 're headed for a repeat meltdown of the housing industry, as was the case in XXXX. I 'm hoping the Courts have gained more knowledge of these dirty dealings and will not let them seize consumers homes fraudulently.
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

2016-03-17

TN

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage is through XXXX, I pay my payments at XXXX but they say the loan is serviced by MyLoanCare. I am unable to get either company to respond to my requests for information. My homeowners insurance changed dramatically ( from $ XXXX/mo to ~ $ XXXX/month ) and I no longer have an escrow but these companies are still charging me the original amount and I can get no one on the phone who can address the issue. I have sent multiple e-mails and 'contact us ' thru myloancare and freedom mortgage websites with no response.
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

2016-03-14

Gates, NY

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: Yes Timely Response

2016-03-14

Cottleville, MO

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

2016-03-11

Detroit, MI

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I currently have a mortgage that is serviced by LoanCare ( a XXXX company ). Using their web site MyLoanCare.com I attempted to make my mortgage payment as I always have on XXXX XXXX, XXXX in the amount of {$1300.00}. According to their site records this payment was reversed on XXXX XXXX, XXXX. I looked thru my bank statement during this period of time and I am not showing that a withdrawal was ever even attempted. I logged in again to attempt to correct this on XXXX XXXX, XXXX and made another payment of {$1300.00} which also show on their web site as reversed on XXXX XXXX, XXXX, again with no record on my bank statement of ever being attempted. On XXXX XXXX I received a phone call from LoanCare telling me that the payment had apparently not gone thru still. I asked the woman how this was happening as I had never had an issue making payments on their site before in the almost 6 years prior. She told me I must have typed in the routing number or account number incorrectly which seemed unlikely as the web site makes me confirm these and it had never occurred in the past. I continued making my payment since then and have not had an issue again with the web site. I later discovered that LoanCare was reporting a 60 day mortgage late which has greatly hurt my credit score and ability to purchase a new home. As this was caused by some sort of web site error I called LoanCare on XXXX XXXX, XXXX asking as a one-time courtesy that they remove the 60 day mortgage late they are currently reporting from XXXX XXXX. I was told I must e-mail them making this request which I did that same day. I was informed by the woman and confirmed via e-mail that I would receive a response in 10 business days. I never received a response. I also called their executive office and left a voicemail at the number XXXX on XXXX XXXX to see if it was possible to expedite the process in any way. That has also gone unreturned as of today. I have called multiple times again since then but the woman 's mailbox is full on that number so I assume I will not be getting a call back from her any time soon. This is the only late reporting on my credit with LoanCare. They have no automated system set up to inform the consumer if their web site decides to decline a payment as it did here. They are in my opinion one of the worst servicers of mortgages I have ever had to work with and their customer service is awful with hour plus wait times to speak with someone at times. At first I thought they were a nuisance but had I known they would damage my credit with their outdated and cumbersome online payment system I would have refinanced years ago and paid a higher interest rate just to get away from them. They bought the servicing on my loan and it has been a nightmare even since that is now stopping me from purchasing a new home due to the inaccurate 60 day late on my credit score. The CFPB is my last hope as my calls, e-mails and voicemails have resulted in no help or the majority of the time are n't even returned.
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

2016-03-11

San Jacinto, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: My mortgage was sold to Loancare Servicing in XXXX, 2016. Every time I call them, I am on hold for at least 45 minutes before any rep takes my call. I had called to inquire about how I could stop my Property tax and homeowners insurance from coming out of my impound account. The representatives I have spoken to are rude, condescending, and have not helped me in any way. The only rep that gave me some direction told me me to email customer support and also told me that I could not be connected to the escrow department as they do not talk to customers on the phone. So, I emailed the customer service department requesting that my impound account no longer pay out the property taxes and homeowners insurance, and that I would pay it myself. I received a ticket number in an automated reply which stated that I would be hearing back from them within 10 business days. It has now been 17 business days and I have not heard from them. I called them again on XXXX XXXX and was told to wait 30 more days for a response by mail and that I was not allowed to talk to the escrow department. Then, this morning, I received an automated email from them stating that my property taxes had been dispersed to the county.
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

2016-03-11

Elk Grove, 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: Yes Timely Response

2016-03-08

OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Our XXXX 2016 payment was made, but not applied to our account. This resulted in a late fee for XX/XX/XXXX, late fee for XX/XX/XXXX, and a derogatory mark on our credit. I contacted Loancare by phone, and they told me to provide proof of payment via email. I did this one week ago, on XXXX XXXX, and they never responded.
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

2016-03-08

Oxford, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My XX/XX/XXXX mortgage payment was returned to me. My mortgage lender, XXXX XXXX, had switched servicing companies from Loan Care to XXXX XXXX but had failed to inform me of the new loan account number via mail. I was told by the XXXX XXXX customer service rep to change the account number and resend the payment. I told them I would send it electronically through my bank 's bill pay system as always since I was close to the overdue date and they did not object. I made the change to my bill-pay account on my bank website and resent the payment again. That payment was delivered on XXXX XXXX and confirmed delivered by my bank. XXXX XXXX contacted me saying I had not sent the payment in, claiming to have no record of it. They also informed me at that time that they do not accept electronic payments. I called the bank, XXXX XXXX XXXX, and they told me that the payment went to Loan Care with the new loan account number since that was the original setup for that bill pay account. Instead of returning that payment as they did the first time, Loan Care accepted the payment. I called XXXX XXXX XXXX for help and they called Loan Care directly, conferencing me into the call. The Loan Care representative claimed they had no record of the payment and were not the least bit courteous or helpful. Now XXXX XXXX is threatening my credit rating ( which is over XXXX ) if I do n't make the XX/XX/XXXX payment, even though they are directly responsible for the errors and I have done nothing but make repeated attempts to pay my mortgage as I have always done. Reviewing multiple websites I see that Loan Care is widely involved in these types of issues and my fear is that the longer this is dragged out the less likely it is that I will ever see my missing mortgage payment again. This is money I can ill afford to lose!
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

2016-03-07

MT

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: my husband had a XXXX XX/XX/XXXX. our lender was required by law to work with us and gave us a loss mitigation for 12 months. as soon as my husband was able to return to work before the 12 months was up, they sent us a nasty letter demanding over {$7000.00} in back payments and over {$2700.00} for some terrible very expensive insurance they purchased, when it was due to their incompetence that our good insurance in escrow had gotten dropped because they kept paying it late, causing there to be alot of late charges and increasing the overall cost of the insurance. but that 's a secondary problem. after a loss mitigation loancare/XXXX- was suppose to have offered us a payback agreement arrangement or give us a modified loan which would have put the missed payments onto the end of the loan, which we mistakenly had believed they had already done. but they offered us nothing. they sent the letter dated XXXX XXXX, but we did not receive it until XXXX, and the deadline to file an appeal they set on XX/XX/XXXX. so we barely had any time to file an appeal. i managed to hand write a very sloppy one and get it mailed on XX/XX/XXXX. what they have done is to invalidate the entire loss mitigation purpose. they knew we did not have an extra {$9000.00} at that point just lying around to give them. they were angry at having to give us the loss mitigation in the first place. but this has to be a violation. they also XXXX so his credit rating has become so poor, that when we tried to get new house insurance there was n't one company that would pick us up anywhere! suddenly due to conditions beyond his control, and after never before missing a mortgage payment, or filing a house insurance claim of any kind, he was such a high risk as to be completely uninsurable! this company is disreputable and should be put out of business, they started foreclosure proceedings after wer were late once by five days with our payment. when we tried to make payments twice they refused to take our money, yet they keep sending letters stating we are now two payments behind, but they wo n't take our money. then we found out they have refused to put our XX/XX/XXXX payment on our loan. so they have our {$540.00} just floating around somewhere. they sent us an apology letter, saying they had meant to tell us our new payments were {$700.00} but they were still foreclosing! now my husband is a veteran and we had been working with the va home loan program and were told they would refinance our mortgage if loancare would remove all its demonizing and libelous bad credit reporting, we did not miss any payments. we had a loss mitigation and kept up with all that was required of us for almost a yr. during a very difficult time in our lives when we did n't have XXXX cents to rub together! this negative credit reporting is obviously just done by robo computer program. its not as if XXXX just decided one day to quit making his house payments.
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

2016-03-05

Symbol, KY

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

2016-03-04

Liverpool, 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: Yes Timely Response

2016-03-02

Woodland, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan was transferred from XXXX to LoanCare LLC on XX/XX/2016. XXXX auto drafted my account for the XX/XX/XXXX payment. I called LoanCare on XX/XX/2016 to make a payment. They told me to wait for the " Welcome Packet ''. A packet never arrived so I mailed a check on XX/XX/XXXX. The packet finally arrived on XX/XX/2016. I immediately set up auto draft by faxing the info they requested. The check I sent on XX/XX/2016 cleared my account on XX/XX/2016. Also on XX/XX/2016 LoanCare did a test ACH for my auto drafts. I am now receiving pre-foreclosure notices in the mail, 9 so far.
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

2016-03-02

Oxford, GA

Credit decision / Underwriting

Mortgage: VA mortgage

Complaint: I have a Mortgage with XXXX XXXX which was serviced by LOANCARE. The mortgage was recently refinanced and paid off. I inadvertently sent in a loan from my bank 's web bill pay after the loan was paid off and that account number was closed. I have been trying for close to a month to get the money refund. Three phone calls just today alone and I was shuffled from one customer rep to another repeating the same information over and over. I have called LOANCARE 6 prior times and fax them the info they asked for which they said they did not received. I even verified the fax number was correct with a customer representative. In one phone call the customer service rep placed me on hold and after 10 minutes on hold a different customer service rep picked up the phone and so I had to repeat everything all over again. She then placed me on hold and next thing I know I had a dial tone. There is no doubt in my mind that they do not intend to give me my money back and is stalling hoping I will go away. But i am talking about almost a thousand dollars. Now they want me to email the same information they did not received via fax even though I verified I sent it to their correct fax number.
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

2016-03-01

Leh, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My loan was purchased on XXXX XXXX, 2016 by Loancare, a XXXX, XXXX XXXX, XXXX XXXX, XXXX Loancare has not made payments from escrow collected to my local real estate taxes. My escrow balance is currently {$4700.00}. My taxes are in delenquency for {$1200.00}, which includes interest charged by the municipality. Due to inadequate staffing of their phone system resulting in an inability to contact. There is over an hour wait, and still no one answers. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. Loancare loan # 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

2016-03-01

CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: There 's a problem with my homeowner 's insurance. I purchased my home XX/XX/XXXX, and my insurance, through XXXX, was setup to be paid with an impound account through my mortgage. For some reason the mortgage company did not renew my insurance account and therefore it was canceled XX/XX/XXXX. When I went to refinance my home this year, the mortgage company saw that I did n't have insurance and added it to my account. The insurance they 've added is much more expensive than my original policy, and I do n't believe I should have to pay the added premium on the months they 're trying to back-bill me for. I 've reached out to the mortgage company and have not had success in getting their help. I have called atleast twenty times these last few weeks, and I have made no progress in getting this issue resolved - I 've called today four times, and I have been hung up on every time due to problems transferring, and one representative refused to to transfer me because there 's a balance on my account. The person I have been working with his XXXX from the insurance department. XXXX is supposedly a manager in the department. He told me that he would take on my trouble and get to the bottom of it. However, I 've been waiting for over a week for XXXX to call me back, and when I called back in to get a status I was told that there is currently no ticket open, documenting my trouble. I just need to get this resolved, so that my credit is n't damaged. I have a balance on my mortgage that I am ready to pay today, but I have to resolve this issue first as it has substantially increased my monthly mortgage cost. I am also in the process of obtaining my own homeowners insurance. Thank you.
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

2016-03-01

Odell, OR

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage was recently sold to a company, LoanCare, and they have been taking my weekly payments and not applying them towards my monthly statement. After the first month I called and spoke to a representative who said he would reallocate the funds and note my account. Even though all of the funds were received by LoanCare well in advance of the due date I was charged a late fee. I called again to get this late fee reversed and was told that the customer service representative I was speaking to was unauthorized to reverse fees. During this same call I discovered that LoanCare still had not credited my statement despite cashing the checks I was sending. Again I requested that the funds ( all paid well before the due date ) be allocated towards my statement and was told that this would be taken care of and requested to speak to a manager who was able to discuss and reverse the late fee. I was denied speaking to a manager and was instead given a voicemail where I left my name and number and a brief message requesting a return call, this has not happened. I attempted to follow up on this request by calling customer service and was placed on hold for 45 minutes with no response.
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