LoanCare, LLC

2015-12-30

Cypress, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-30

Duncan, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-28

KS

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: My mortgage servicer is XXXX XXXX XXXX, XXXX, but my monthly mortgage payment is sent to LoanCare. All communications regarding this concern have been directed to LoanCare, which is the customer service phone number listed on my mortgage statement ... XXXX. I sent the attached documents via fax to LoanCare on XXXX/XXXX/15, because an error had been made on my escrow account by LoanCare that showed on an Annual Escrow Account Disclosure Statement I received in the mail dated, XXXX/XXXX/15, stating that I had a shortage of {$1100.00} in my escrow account. Through my investigation of this error, I learned that LoanCare had received a Balance Due Notice from my insurance company, and without just cause, LoanCare changed the homeowner 's insurance premium on my escrow account to the amount that was showing as the balance due, even though it was not a Declaration Statement stating a premium change. Several customer service representatives at LoanCare that I have spoken with about this issue have admitted that the error was made on their end, but refuse to have the issue reviewed by anyone higher than a lower-level supervisor at LoanCare and to-date, no action has been taken to correct the issue. LoanCare representatives informed me that I could spread the escrow shortage payments out further, if I had difficulty making my mortgage payment as a result of the error. I do not need extra assistance making my payment. I want an executive at LoanCare to admit that a serious error had been made and to make it right, which means that LoanCare would be responsible for, up to and including depositing any missing funds in my escrow account that occurred as a result of this error. They are supposed to be the experts. Furthermore, they were entrusted to manage those funds honestly and accurately and should neither be excused from any error that was made with money that I had already paid-in, nor expect me to pay the difference of any money that should have been accrued in my escrow account from the time the error was made through the present. Another concern arose after I sent the document and attachments to LoanCare via fax on XXXX/XXXX/15. I contacted LoanCare via phone on XXXX/XXXX/15 to follow-up and ensure that the documents had been received that I had sent via fax. I was told my fax had been received. I asked how long it would take for my concern to be reviewed -- 15 days, 30 days, 60 days -- and the customer service representative informed me that LoanCare does not have a specific time requirement or policy for reviewing complaints/concerns, and that I would not receive any type of notification after it had been reviewed, but I could call back later to see if it had been reviewed. The representative also informed me that they do not really have a, " Customer Service Escalation-Notice of Error '' department or a specific employee assigned to these types of concerns -- it 's just whoever is available to review it. The LoanCare automated system specifically stated that these types of concerns needed to be sent to the fax number listed on the fax sheet that 's included in my attachment, and that any duplicate documents WOULD NOT be reviewed, so I could only send it once or risk LoanCare not even reviewing my concern. I was also informed during this phone call with the LoanCare customer service representative that LoanCare would not be responsible for replacing or depositing any funds into my escrow account, regardless if the error was made by LoanCare. I have done all that I feel I can do as the homeowner in relation to this concern, and I am requesting assistance from the Consumer Financial Protection Bureau to assist me in having my concern reviewed and resolved with LoanCare/XXXX, XXXX.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-24

Finksburg, MD

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-23

San Jose, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-12-22

Fort Mohave, AZ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-22

Warrenton, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: my loan was sold to this company and with in a few months I was told my escrow was $ XXXX short that I needed to pay it or have to added to my monthly payments. I could not get a explanation except it was short. a few more months later another bill saying my escrow was $ XXXX short still no explanation except its short and it will be reviewed again this year to expect this before the year is out. how can this be in the XXXX yrs I have had a mortgage this has never once happened it can not go up and 2-3 times in one year? taxes and insurance are billed once a year. I do not understand and can not afford to keep shelling out money to this incompetent company. I was reading reviews on yelp about them and it seems I am not the only XXXX is this confused boat.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-18

NC

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: Three years ago we refinanced our home with XXXX XXXX to get a lower interest rate. During the first year of this refinance we received a notice stating that we needed to start sending our payments to LoanCare, XXXX. We did this for nearly two years, during the last 6 months or so we got behind on our payments and was offered a Loss Mitigation by LoanCare. This Loss Mitigation was approved for a four month trial period. We made our reduced payments every month during this trial. In XXXX Loan Care sent us a notice that we no longer qualified for the loss mitigation and that we owed the full amount in mortgage payments. They did not give us credit for the payments that we made during this four month trial period. We have been unable to get anyone from LoanCare to give us a reason why this money has not been applied to our account. We feel that an investigation should be filed in order to find out if this is a common practice for this company and put a stop to this.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-12-17

Thompsons Station, TN

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My mortgage servicer is trying to foreclose on my home. They 're saying that I failed to meet the requirements of my modification trial payment period. They sent me some documents via XXXX. I signed them and sent them back via the prepaid XXXX label that was required for me to use. I made copies of all documents sent to me. They 're saying my first payment was due XXXX XXXX, 2015, my documentation ( from the company ) says that my first payment was due XXXX XXXX, 2015, which was paid. The servicer is saying they have n't received the payment, which I know they have via bill pay through my bank account.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-12-16

Dania, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-15

Northbrook, IL

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-11

Cibolo, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-09

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Company : LoanCare Primary problem : the mortgage company failed to timely pay my property taxes ; I still do no know whether they have been paid ; the company has been unresponsive to my email and XXXX phone calls regarding the issue. Secondary problem : the company has incorrectly calculated my escrow amount ( by over {$300.00} per month ) ; again, the company has been unresponsive to my multiple inquiries on the issue ; based on a conversation I had with XXXX company representative, it appears the issue is a result of the company 's failure to calculate it based off the current tax assessment, and instead, the company just " guessed '' what the amount should be ; I need this issue timely addressed, as {$300.00} extra a month ( which is not actually necessary ) is not financially feasible for me.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-12-08

Thune, NE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-12-08

Barlow, OR

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-07

Sacramento, CA

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-04

Beaumont, CA

Application, originator, mortgage broker

Mortgage: VA mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-12-03

San Diego, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Dear XXXX ( XXXX ), I requested PMI cancellation from my mortgage server, Loan Care, and paid for an appraisal ( {$390.00} ). The check was mailed on XXXX/XXXX/XXXX and Loan Care deposited and credited the money on XXXX/XXXX/XXXX. After that point, Loan Care failed to order the appraisal and their PMI department refused to speak with me on the phone or via electronic written communication. I attempted to contact the Loan Care PMI department on the following dates ( XXXX XXXX XXXX ) with no progress : - XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX : XXXX and XXXX- XXXX/XXXX/XXXX XXXX- XXXX/XXXX/XXXX XXXX, XXXX, and XXXX- XXXX/XXXX/XXXX XXXX and XXXX XXXX tactics delayed the appraisal required to remove the PMI to XXXX/XXXX/XXXX and has delayed removal of the PMI, costing {$160.00} per month. The delays in preforming the appraisal is indicative of acting in bad faith not in the spirit of the Homeowners Protection Act, 1998. The appraisal have been completed and I have made a written request for a copy of appraisal and removal of the PMI on XXXX/XXXX/XXXX. Loan Care again refuses communication. I desire the following results : -A copy of the appraisal report-Reimbursement the additional month 's cost of PMI ( {$160.00} ) incurred due the delays and repeated communication failures-Removal of the PMIMany thanks in advance for help you can provide.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-02

Rehoboth Bch, DE

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-01

Lynnwood, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-01

TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We have mailed our payments in a timely manner to XXXX Mortgage, the payee described in our loan documents, to the address provided in our loan documents. These payments were forwarded to LoanCare by XXXX, without our knowledge, until XXXX XXXX. Our checks cleared after the grace period, but were endorsed by XXXX. We had no idea we had late charges until XXXX XXXX. We had no idea we had credit damage until XXXX XXXX. We did not receive notice that our loan servicer had changed until XXXX XXXX, as all lender correspondence was sent to physical address. Our home is rural and does not have mail delivery. Our mailing address was described by the lender on their closing docs, which we signed. The lender sent email positive email confirmation of payment without reference to late payment, fees or notice of negative credit reporting. We have tried repeatedly to both verbalize and in writing to state our understandable position to LoanCare, but have been met with delay, defensive posturing and red tape. We are pushed to defend our integrity. We feel our lender takes a " deny first and always '' service attitude, shuffling us up bureaucratic ladders with delay if we resist. Our pleas fall on deaf ears, and we are frustrated.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-01

Alta, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Complaint Description : We 've received XXXX property tax bills within 2 months. We 're requesting they be paid from our escrow account but our lender is delaying the process. When we purchased our property we had to pay a significant amount to fund our escrow account. As a stipulation from our lender, and have the account impounded. Since XXXX we have paid each month into our escrow account faithfully and was advised by the representative who we signed our closing documents that we have overpaid and are still overpaying the necessary amount into escrow. To date our mortgage company has only made XXXX payments from our escrow account and sent us an overage check because we overpaid. In XXXX we received a supplemental tax for XXXX fiscal tax year with half due XX/XX/XXXX and in XXXX our new property taxes for fiscal year XXXX with half also due XX/XX/XXXX. We have contacted LoanCare on several occasions and have sent documents via fax, email and even certified mail to no avail. When asked who we could file a complaint with they say there was no one we could speak with but that the matter would be escalated. We had to go as far to contact our original loan officer in order to get a response and assistance and even now we are still at step one. After all the battling they are saying they will only pay half of the first supplemental tax bill but they will not pay the other half because the funds to pay the remaining balance would not be available which makes no sense according to their own calculations. Their balance of our escrow account is incorrect we were told by one representative and the title company that we have one amount and another that we have another. And they 've refused to explain what happened to the original amount we funded the escrow account with when we signed our closing documents.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-12-01

Austin, TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage loan servicing company ( LoanCare, a XXXX company ) website, www.myloancare.com has been down for days. I am simply attempting to make a a payment. This seems to happen often, usually around the end of the month. When I call the customer assistance phone number, I spend 30-40 minutes on hold, only to be told that website is fine. It is not operational, however, and I can not submit my payment. Please help! Thank you.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-11-30

Shreveport, LA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Loan Care ( myloancare.com ) website has been down for the last two months so I have been unable to make payments online. As a result, I must call in a payment and wait on hold for close to an hour before speaking to someone. I want this investigated, the website does n't even work. I 've tried from multiple locations, multiple computers, multiple browsers. I could n't even get their contact information to load and had to find the number in a google search. How can they expect customers to make on-time payments when they ca n't even keep a website running?
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-11-21

Foothill Ranch, CA

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Complaint: I made my mortgage payment as usual on XXXX/XXXX/2015, submitting a request from my bank 's bill payer service, as usual. I then got a statement XXXX that my payment was late, due on the XXXX of the month, late 10 days later. I researched the transaction at my bank and confirmed the payment was sent by ACH wire on time. According to XXXX ( the owner of my loan ) they are no longer doing business with the loan servicing company, LoanCare Services, and my payment should have been sent directly to XXXX. So I contacted LoanCare Services and asked them to research where my money went, if not to XXXX, and not returned to my bank. Their Customer Service people said it was returned to my bank on XX/XX/XXXX. I checked with my bank again, no funds received from LoanCare Services. I called LoanCare Services again. Same story, no details of the return transaction are available, no check number, no ACH transaction number, nothing. Very suspicious of LoanCare Services.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response