LoanCare
Reviews and Complaints

I paid my mortgage on 8/1/23 because I knew I was going to be low on funds and wanted to make sure I paid my mortgage. The representative told me by paying early we would not get an automatic withdrawl on 8/5/23 which is our due date. Well, on 8/7/23 we realized I was put in overdraft because they were doing the automatic payements. They took out the last $284.02, then when my husband put $1,000 deposit into my account they took another $668.75 which totals my loan of $957.25 (approx). So theyre making me go through their research company via email to prove they took out those separate charges which adds up to a second payment for the month of August. I sent my complaint to BBB which hopefully will get them moving to show that I did in fact pay twice which should have never happened. We removed automatic payments and will pay online from now on as it will show up on our bank statement or by check which will prove we did in fact paid. I have paid diligently for 8 years not one problem, now they are making it so hard to just show they got paid twice and to refund me back for one of the payments. Not happy!

The First Error

According to what I have found out I was offered a flex trial by a Loancare Agent, Pamela, on 7/28/2022. The flex trial started in August; she took my first payment over the phone in the amount of $ 1,430.92 CK# 1492. This was for the August payment. I was informed that I had to make three payments, August, September, and October. I made the payments on time in each of the months noted. However, please note there was a difference in the last two months. The payments required from Loan care were for $ 1,431.21 an additional $ 0.29. At the time this was not significant to me and was focused on insuring payments were made in the correct month.

After making the 3 months of payments I should have received modification paperwork to complete the process. However, I did not. I contacted Loancare and was informed that I only made 2 payments not 3. I was also informed that my only option was to file for another modification. I did so and was denied in December 2022.

In January I found all the bank records and reference numbers confirming that I made three payments. However, I was told by Loancare agents that I only made two on my trial.

After receiving the 30-day notice of Foreclosure I called once again to attempt to resolve the issue. I was finally forwarded to a Loss Mitigation Specialist, Latoya ID77701.

The agent did some research and told me that the first trial I was offered by Pamela on 7/28/2022 was not approved. At the time there was a second trial that was approved. The difference in payment was $ 0.29 and started in September not August. This is why the following September and October payments were $ 0.29 higher.

Latoya contacted underwriting and then contacted me. She explained that if I was willing to make a “Good Faith” payment that the foreclosure would be suspended, and I would begin making new trial payment March 2023. Payment was made 2/9/2023 for $ 1,431.21 Confirmation number 13552LSF.

 

The Second Error

On 3/7/2023, My home was sold in foreclosure. This was in direct contradiction to the agreement made on 2/9/2023 where I made a “good faith” payment. A new flex trial did not start, and the foreclosure was not rescinded.

I contacted Loancare and was able to get in touch with a senior Loss Mitigation Specialist, Kelly ID KMG. After reviewing the notes on my file, she advised that she needed to involve senior leadership on the next step. She called me back that afternoon to inform me that it may take a few days before she had any news.

Since that time, I have made numerous calls to Loancare to find out the status. On 4/20/2023, I was finally able to contact Loancare Agent David, ID 14678. After explaining the issues, he noted the number of escalations and number of different people working on my file. He promised to review and get back to me ASAP, noting that it was very important that I have a single person to discuss this with to resolve.

David never followed back-up on my file. I called back on, 4/28/23 for which he was unavailable, and I was able to talk with Kelly, ID KNG. She advised that a loan modification was not sent out because I did not ask for one. I asked her for the loan modification application, and she responded that it would be sent out. She further advised me to contact “Office of the Customer.”

To this date I do not have a loan modification application. I received a letter on 5/7/2023 that my loan was in default and if it was not brought current by 6/1/2023 accelerated foreclosure would begin. The date of the letter was 4/27/2023. One day before talking to Kelly and seven days after talking to David.

As of 5/9/2023 12:00PM

I was only able to speak to someone in the escalation department, Janesha ID# 14734, who informed me that she has messaged David asking for him to call me and provide an update.

As of today Loancare has filed for Foreclosure and then reversed. Acknowledge the errors over the phone, but unwilling to resolve. Now they are transferring my loan to another servicer evidently without any correction.

My home was damaged in 2020 (April 12th) by a tornado. Due to COVID and lack of contractors we have been paying for repairs and submitting receipts for reimbursement. Currently Lakeview/LoanCare is holding around 12,700 dollars in reimbursements for my house and refusing to reimburse the over 15k in receipts it has received. Prior receipts were reimbursed but this is the last of current insurance settlement. I am working with ALLSTATE to gain more funds due to overall inflation and cost of materials so far used due to all of the COVID changes. Multiple phone calls have been made and promises made that all would be sent in for exception. Over 6months later there is nothing. I have contacted a lawyer about options and have filed with BBB in Virgina Beach Virginia. I am in the process of filing with the banking commission at this point as well. They need to release funds. All paperwork, inspections, etc have been uploaded and received. There is no excuse for a 6mo delay. I have phone recordings of conversations.

On 12/24/2022 at 1:30p.m. at 6639 Autumn Flowers Drive, Katy, Tex 77449.

I had over 10+ Pipes to burst, my house looks like a large lake, I was so hurt because I knew what I was, going to have to do. So, I call my insurance agency, and put in a claim, it has been a roller coaster ever since that day. Now dealing with newrez/loan care mortgage, loss draft insurance claim Check was something I didn't want to do because, this is not my first rodeo. I call the check center 22 times making sure that I got the right answer before I sent any paperwork's or checks over to them. I sent the paperwork's alone with the checks telling them what check was for, on June 9, 2023. Now here it is June the 20th, and every time you call it is another seven to ten days, this is sick.

I call last week eight time, and every time it was something different. I have three children and I am a single mother, and I got a loan to get the repairs done on my house where me and my three kids, could get back in. The $16,574.40 check was for pack out we did that and have move back in. The $3,469.53 was for dry out which they came in with machines and dryed up the water that was everywhere, and sent a receipt alone with it, I didn't buy anything so that should not have been a question about it. The $ 9,009.19 was for repairs to the home, I have a few more items to go and then they can come in and do an inspection, at this point I need my money relief so I can make a payment on the loan, and finish my house. I have a phone number on file that I can be reach at so I will be waiting to hear from someone telling me that some funds, have been relief.

Regards,

My Account:

My husband and I bought a house 3738 Ben hill rd Valdosta ga 31606 four yrs ago. Since then he has caught 2 battery charges/domestic violence, we are going thru divorce,and he's not even allowed there by law, he gets the payments from me and was supposed to be taken care of them, he hasn't lived there in well over a yr except the week he bullied us out so he could take whatever and trash the house. I was given 30 day notice saying I had to be out bc auction was scheduled. When we bought this home y'all had to have my tax papers n bank statements, my old boss did the closing, so why was I not contacted?! How is it okay to auction a single moms home when I wasn't even contacted or given a chance? This is beyond me! I have tried every way possible to get in touch w anyone to help me for a month now! I have offered to even pay all over again whatever I'm behind on if I have to empty my savings! My ex didn't want the house, and I guess he didn't want me n the girls in it either! He has 2 other homes! We have none now! The deed states Edward jay cowart Jr, a married man,... That means his wife shoulda been notified! Y'all had all my info on the paperwork to do so! Is that even legal? He had all mail in his name fowarded to his address so never was I given any opportunity til the last month. I've been in a wreck BK in march and I'm unable to move anything. I'm lucky to be able to move at all! I'm 90%deaf now and partly blind in my right eye amongst other issues. So what am I to do or my girls? I guess I can call 911 to move us when loancare comes to lock us out our home.

I mailed a refund on my Mortgage homeowners insurance to Wells Fargo in January of 2023, to the post office address they provided and endorsed over to Wells Fargo. Wells Fargo, upon researching, indicated that LoanCare LLC cashed the check. So, I am out the money ($779.00), because LoanCare LLC applied the funds to someone else's account.

I sent this information on to LoanCare LLC to resolve, since Wells Fargo says they cannot help me. They provided me a ticket Number ([protected]). That was on March 14, 2023. I have heard nothing back and cannot find a way to contact them to talk to them directly.

I have an issue with HOA for the porperty we bought, they are not following HOA rules, advertizing business and building gravel rock speed bumps that are scraping and damaging my vehile and other people vehiles and know its an issue but will not do anything about it and keep adding more gravel to it further scratching the undercarrige and bumpeer of my cars. We are preparing a case with a lawyer and will need to know whats going to be done about this.

We had a pipe burst and our insurance sent us a check in ours and our mortgage companies name on it. We sent it in VIA insurance claim check. The process seemed straight forward enough, but as the process started it was a major pain with lots of hoops to jump through. They took their sweet time sending checks for contractors and questioned us when we needed checks for contractors after the initial huge check we had to give the remediation company. Yes the remediation took half our check, no we can’t proceed with fixing our house and getting it more than 50% done without more checks.. we got so fed up we started using credit cards to cover what we needed to get things completed, because we were told we would get the full check amount in the end. We worked as our own GC and hired out contractors to do the work, saving us funds. In the end, our credit cards were racked up, but the job 100% completed. We got our final inspection and everything was deemed 100% done. We have now been waiting over a month for the insurance company to send the final amount of OUR funds. We are starting to get charged interest on the credit cards we used, which is frustrating. Because on their website they said after final inspection that they would send the funds within a week, which was a LIE! I keep calling but they keep saying we need to wait longer. For some reason they are saying that this issue was turned to the right people May 1st, which should have been done a lot earlier than that! So now it’s May 12th, and they are going on about waiting 7-10 business days, so I guess because today is Friday, next Monday would be the ‘day 10 business day’. I’m not happy with this company at all. I have jumped through every hoop they presented me, but still they are not sending us our funds we need! I fear they are going to try to find a loop hole to steal them from us.

Dear CFPB:

LoanCare LLC sold our loan for our home located at 1224 Cayetano Drive, Napa, CA 94559 Napa to another loan company, Mr. Cooper, in 2020.

We are due a $4,012.46 escrow refund check, which we've yet to receive, and is now 3 years late.

On March 8, 2023, I received a letter from LoanCare (see attached) stating "We issued you check number [protected] for your mortgage loan in the amount of $4,012.46 on April 23, 2020. Refunds are usually due to excess funds in the escrow account. As of March 8, 2023, our records indicate that this check has not been cashed."

This letter sent to me dated March 8, 2023 arrived at our new address in North Carolina, so LoanCare clearly knows where to find us. It included directions about filling out the form (which I've attached) and mailing it to a PO Box. I did this immediately. We received no response.

I followed up with LoanCare on April 20, 2023. They claim to have no record of our mailed written response. They told me to email the form to [protected]@loancare.net. I did this on April 20, 2023. I received an automatic reply (attached) that I would receive a response in 4-5 business days. I received no reply.

Today I called again, and the Loancare representative said that this email address does not exist. She also said that there is no phone number for me to call in order to speak directly with any division. She suggested that I send a fax. I do not own a fax machine.

I see hundreds of complaints about this EXACT same issue: https://www.complaintsboard.com/loancare-escrow-refund-c1004869

I have no proof that LoanCare mailed the original check. USPS sends me photos of all forthcoming mail.

We resided at our former address 1224 Cayetano Drive, Napa, CA 94559 (where LoanCare claims to have sent a check) until June 10, 2022. Our mailbox was a locked device only accessible by us and the post office. We never received a check from LoanCare.

As my phone records and emails prove, I contacted Loancare numerous times in 2020 about our escrow refund. LoanCare representatives insisted that they did not owe me any refund, and never mentioned issuing this check.

LoanCare is clearly not helping to resolve this in any way.

Please help me resolve this.

My desired outcome is that someone from LoanCare contacts me and also immediately issues my THREE-year-late escrow refund check for $4,012.46 and sends this check to me immediately at:

Sean Meyer, 4013 Trotter Ridge Road, Durham, CA 27707

Sincerely,

Sean Quentin Meyer

4013 Trotter Ridge Road

Durham, NC 27707

phone: [protected]

email: [protected]@Columbia.edu

This is my first time paying my mortgage payment. And they double charged me! I tried to speak to someone high end because customer service absolutely sucks and nothing. I tried to find the contact for Dave Worrall who is the president and for whatever reason his work email address is hidden. So not only is loancare taking double payments but I have to go through hoops to get my money back and that’s not acceptable! I need help! Can someone please call me that cares about their customers. I want my money back!

This company is terrible when it comes to refund.Lakeview-loancare

They were servicing my mortgage until 2021.Than I refinanced and switchef to different company.This was now.2020.I Supposed to recive escrow refund in amount of 372 dollar.I never did.I Called and emailed them,I was about to relocate at overseas and asked them to send my check before l leave.I had to go by jan 30 of 2020.I never get the refund.Than on april 2023 I was in US for 25 days.The day first I called their customer service and asked about my refund.After persistent calls and seversl hours on phone they first they told me they wiill look up to it and call me bzck in ten days.Ten days passed they did not call.I called them back and find out they did not even looked up my request.It was ectremly frustrating becaude when you call you speak different person each time.Finally ten days left me going back they told me I need to fax them refund request letter with loan info again.I pin pointly told them on the phone and the request notice l sent them that I need to receive the refund by April 23th of 2023, before the day I fly overseas, this time.Representitive on the phone told me it will be no problem, they will denf the check before I live.Of coure they did not.I think nowing my stiuation they taking afvsntage of this of founding ececuse to not to meke refund.Whst a terrible loan company Lakeview-Loancare

My loan was transferred to LoanCare early Feb of this year. First they tried to tell me they were purchasing LPI insurance because I had none on my home. I have Allstate. I have for years. LoanCare PAID the premium for the new policy this year out of my escrow, then turned around and stated they had no record of hazard insurance on my property so they went ahead and purchased LPI. Then, after I sent SEVERAL copies of my new policy with the effective date of March 7, 2023 - March 7, 2024 to them, I received another notice from them stating I was going to have to pay $25.00 for a lapse in coverage from March 1, 2023 to March 7, 2023. The prior policy from Allstate went from when I closed on the property March 7, 2022 to March 7, 2023. I sent that to them, I sent ANOTHER copy of the new policy, which went from March 7, 2023 to March 7, 2024, and their shady letters.

They told me the "Office of the Customer" would reach out to me by April 25, 2023. In the meantime, I am still going to be billed the $25.00 from my account. I have had many loan servicers over the years and NEVER HAD ANY ISSUES WITH EXTRA FEES OR ANY ATTEMPTS TO EXTRACT MONEY FROM ME!THESE PEOPLE ARE A SCAM!

There is no "office of the customer" and when they transfer you to their insurance center, there is no way to speak to a live person. RED FLAG RED FLAG RED FLAG!

I have been calling since March of last year looking for my escrow check, in September I was informed it was cashed. I received a copy of the check and was unaware of the signature and who cashed it. I make a claim with Loancare in which I also had to make a claim with Wellsfargo in which I called and called for month even up till Feb of this year and was told Today March 8 the claim was denied on Jan 3, 2023 and noone told me when I called in the end of Jan and Feb. The police cannot investigate until they know the jurisdiction to go to. The lack of communication and the rude people at loancare is horrible! I paid my money and paid off my mortgage I was entitled to my money back and for noone to provide me to whom cash the check os disgusting! Thank you Heather Ahmed [protected]. email Heather.[protected]@gmail.com

Loancare mortgage company is a terrible company. Our home sustained $40,000 worth of damages in Hurricane Ian. Our insurance company promptly released a check for the damages to myself and the mortgage company. They would not release my money until the repairs were 100% completed. We completed the repairs using our out of pocket money. They sent out their inspector to verify that we completed the repairs. The inspector found the repairs to be 100% completed. Since then the mortgage company still hasn’t given us our money. Another month has passed and they continue to fabricate excuses as to why they haven’t paid us. I thought losing our personal belongings was the worst part of the Hurricane or even the insurance company would be difficult. No, the worst part is dealing with the mortgage company. I paid for the insurance and I paid for all the repairs. The mortgage company still kept my money.

Loancare assumed two loans I have in Albuquerque, NM in 2019. My Escrow Statement from them claimed a $342.95 shortage ( which was actually 248.05). I paid in full ( cancelled check available) ( even though this was the largest Shortage I have ever seen..in 30 years of up to 4 Escrow Statements per year). The first premium statement I received asked for an increAsed amount of $68.27 per month...or $819.24...or an additional $16,384.80for the remaining life of the mortgage).

I called Loancare twice concerning this in late 2020, thinking that it was some sort of error. The first Representative I spoke to agreed that if the Shortage had been paid that my premiums should stay where they were, i.e. $689.32 and that she would inform the proper department at Loancare. So, I paid the $689.32 ( which I have continued to due monthly, with copies, of course, to date). The second Representative was so rude and outrightly hostile that I discontinued the phone call ( and have only had written contact with Loancare since).The next statement I received asked for $733.00, the following month $757.59...with Loancare still insisting that there was an Escrow Shortage.

I also contacted Langer, Grogans & Diver a class-action firm in Philadelphia who had filed suit against and won a 22 million dollar settlement in 2020. An attorney there recommended that I contact the Error/ Request Information Dept.., which i did, and did get a letter within a month stating Loancare would investgate and get back to me. About a month later I got a form package that simply restated that I owe the increased monthly payment amount and information re. recourse if i was having problems with the increased payment...still absolutely zero explanation re. the rationale of the increase ( which has remained the same since).

I have contacted Loancare 5 times now in writing and only last week finally got a response from a Representative at the Error/ Request for Information Dept. She merely reiterated, with a remarkably indiscernable and lengthy communique that stated, based on Loancare's incorrect numbers that I owed the increased amount, again, somehow based on Escrow Shortages, as well as monthly Late Fees of $25.00 per month.

I responded to her letter on Friday, requesting a one sentence rationale rre. the increase and am currently awaiting a response.

I have contacted several attorneys here in New Mexico but have yet to get an attorney to accept my case...( one Attorney simply returned my unopened envelope). I will continue to attempt to engage an Attorney but in the meantime I have signed up on three Class Action Suits since 2020 but, again, no one has gotten back to me.

Finally, Loancare also reported me to the Credit Bureau and caused a 120 point drop on Experion in 2022( this number has come up significantly since then as I have a near-perfect payment history).

I received a letter December 9th from loancare stating that they issued me a check for 689.96 December 2017 (I never received such a check) they sent me the letter on December 9th 2022 showing the check had not been cashed, I sent back the letter with the information requested and I have not received anything, I called today and they couldn't verify that the letter was received or that I will be receiving this check. I need this investigated because they have not given me the escrow funds. Per the letter, the check number I previously received and was not cashed is [protected]. My address, phone and fax has always been the same. Nothing has changed and when I called customer service they couldn't tell me anything.

We received 2 insurance claim checks totaling $47,914.39. As instructed by our mortgage company, LoanCare, LLC I cosigned the checks and overnighted them on December 23, 2022 with all receipts for materials and work completed to that point. They said they would have to send an inspector out since we had done the repairs and restoration ourselves (my husband is a retired contractor). The inspector came on January 24, 2023. He approved the work and job completion to 85% and said LoanCare just needs to know that their asset is indeed being restored and he would submit his report that night. On January 25 LoanCare claim site showed they had approved his inspection. On January 26 LoanCare claim agent called and said no money would be released to us because we did the work ourselves. When I stated that they had approved their inspector's report she said she understood my frustration but no money would be released. When I brought up about the thousands of dollars of receipts for materials, etc she still said no money would be released.

August 2022 my husband was laid off from his job. I was the only one employed. My husband found another job & started November 2022. I was also let go from my job at the end of August 2022. I am now back @ work as of December 2022. When my husband & I both where unemployed for a couple month. I fell behind on my mortgage. I contacted my mortgage company FIRST FEDERAL BANK to see if they could provide me some assistance. The advised me to send in a complete package to be reviewed by the LOSS MITIGATION department & it would take 30/45 days for a decision. So, I emailed them the package. Note once did they contact me for missing information & when they did the documents that I provided to them where expired because they were 90 days old. I kept going around & around with them following up. Each time I reached out to them, they needed more & more information to send the loan to underwriting for some type of mortgage assistance. When I was finally able to pay them back my loan was in active foreclosure, however there was no sale date. I have emails that was sent to them from the beginning of this process. I provided my information to a source that actually was able to help me get AGAIN documents uploaded to the website & this source was calling them every day to follow up. When my source reached out to FIRST FEDERAL BANK on:

1) 12-15, she spoke with FRANCISCO, DAVID & TWA, they needed more information.

2) 12-16, she spoke with JASMINE, they needed more information

3) 12-19, she spoke with JASMINE, they needed more information

4) 12-20, she spoke with ANGELICA & DAVID, they needed more information

5) 12-22, she spoke with FRANCISCA & GEORGETTA, they needed more information

6) 12-28, she spoke with JOSEPH, who actually told her that they received a complete package & the file would be sent to underwriting for review of a loan modification to bring my account current & the review would take 30/45 days.

7) 12-29, she spoke with SIERRA who advised my source that it would take 30 days for a review.

8) 12-30, she called again & spoke to SEIRRA who advised her that it would take 30days for review...

Before my source got involved, I was providing them documents needed. Again, I fell further & further behind. Not only do I have late fees, but I have accrued attorney fees. When my source called them this morning 12-31, she spoke to Joe, who then transferred her to Rodney which only waived 1 late fee. Rodney stated to her that he ordered the REINSTATE quote to bring my account current and that I will receive this information by email within 3- to 5 days due to the attorney office being closed. Again, this puts me another month behind. I have sold my car to bring my account current & have asked for a family member to assist me as well. This mortgage company (FIRST FEDERAL BANK) has no empathy whatsoever or showed any kind of sympathy to my falling behind on my mortgage due to us losing our jobs. I will be sending a copy of my story to the OFFICE OF THE PRESIDENT & also the MEDIA. No one should have to go through what I went through over the last couple months. Once the rates drop I will definitely be refinancing my home loan through my credit Union that cares.

Sincerely,

We had a sewer backup July 25th…. Our insurance company issued a check for repairs Oct 28… we overnighted it to this company & we have had nothing but delays. They have hung up on me multiple times, told me the resolution department is closed, told me that no managers are available. Told me they are waiting on “upper management”.. told me we needed an inspection (which we did) & came back at 40% complete but their website tells me we failed. They told me the website is wrong. Nothing of what any of these people say makes any sense. We have been paying for all the repairs on our own & are now paying for our hotel on our own. We are on the final days of the hotel & we are out of funds… they refuse to release the 40% to us because they are waiting on “upper management” the excuses are endless! This family of 8 is about to be living out of a car & no one cares!

In August of 2022 I signed a contract for the payment of $1,750/mo. 2 months later they Increase the payment to $2,272. This is clearly a mathematical error and not doing their due diligence. They should have known that before I signed my contract or they should have let me know that escrow was short - taxes & insurance basically remains the same year after year. What bother me is that my only choices are 1) apply for 48 months extension for payment of escrow - IF I QUALIFY 2) Write a letter file a complaint. Their phone assistance are basically no use since they only give you the 2 choices or loose your house.