LoanCare

My name is Jennifer Langston. I am a surviving spouse of a fallen veteran and I bought my first home with a VA loan in March of 2020. Unfortunately this was right before the pandemic. Tragically I was laid off from my job as a server in a hotel for two years. I am writing to you out of desperation. I was grateful that loan care, like many others offered me a forbearance. Coming out of forbearance I was offered a VA Disaster modification of which is considered a NO document modification. It was sent to me in December and I have attached this modification for reference. I had the modification notarized and submitted it before the due date of January 26th. During the notary process I was told by the notary that my middle name had an extra letter in it. Instead on Rae it was spelled RLae. I called loan care at this time for advice. I was told to go ahead and sign it and have it notarized because my name was correct in the system. I also asked for this notation in my file, which is there as I have asked the variety of different representatives to refer to it.

I would say about 2-3 weeks following submission of that modification. I was informed that they could not accept the documents with the misspelled name and that they would have to send out new documents with the correct name spelling. As of todays date I have yet to receive those documents. I have called almost every other week to ask for them and I keep being told that they are on their way or someone sent the wrong ones. During this time I was also encouraged to make my payment of $1701.97 in order to fulfill the three month payment agreement on the modification. I have made 5 payments at this point. I have talked to supervisors, asked for callback requests with updates, had representatives tell me that they would call me back all with no callback and no progress on getting the corrected documents and reassurance that as long as I made my payment I would be fine.

At the beginning of June I received a letter advising me that my loan issue had been assigned to an individual who to this day I have yet to speak with. Every time I call I have to explain my entire situation over again and again and again. I have begged to have this attended to with a single individual. I called once I received the letter to find out that my modification has expired and is no longer approved and that I have to now send documentation to begin a document required modification. In which I have no problem submitting as long as my payment is similar to what I had been paying on the original modification of $1701.97. I was then told because of the current interest rate and requirements at this time that this will most likely increase my payment. I do not understand why I have to suffer because of a typo made on loan cares side. I have done everything required of me according to the December modification and I have been in constant contact.

Today was one of the worst exchanges as I was getting another reason on my loan modification being denied. One that I had not been sent documentation on nor has it been conveyed. I was told by a Torre in the escalation department that my modification had been denied because I did not qualify due to interest rate and principle. This did not match up to me because my rate had dropped and my principle and she simply just kept repeating that I need to send in documents. I tried to call back to talk to someone else to clarify and no one could be reached. No one is willing to look at my notes. All that they do is go straight to what the file is asking for. Which, according to the VA I would not qualify for because I have not made 12 payments on my loan, and I was at my max payment with my original loan at $2025.00. I have taken on a lot of debt over the two years without working due to house repairs and bills that had to go on credit cards. I am on my own and cannot afford a higher payment.

I have now applied for mortgage relief in California to try and help me because it seems like Loancare is doing nothing and simply does not care. Everyday I am stressed to the max that I might lose my home. I have gone through the initial background and have been found eligible for the mortgage relief program and at this point the program is waiting on Loancare to respond. Can you please help me with one or the other? No one seems to know what is going on. I am also scared the my mortgage relief might be rejected if they say that a loan modification has been approved which it hasn’t and then they would disqualify me and I wouldn’t qualify for modification from loan care. Then I have no resources. I have consulted with a family attorney in real estate and I had been directed to bring this ti the attention of the California Consumer protection agency. I would like to resolve this as soon as possible can you please have someone contact me that I can work a solution out with. I do not know who to turn to anymore. Thank you for your time and attention.

Best,

Jennifer Langston

Loan # [protected]

I’ve noticed many people are having problems with Loan Care. The company is accepting payments but not crediting them to the account. I had this problem with them a year ago, and filed a complaint with the Oregon State Department of financial regulation. I also obtained an attorney who wrote them a letter. After this, Loan Care somehow “found” The missing payments, and brought the account up-to-date. They had previously locked me out of their website, and we’re supposed to allow me back on. This never happened. Now, more than a year later, I am having the same problems. I now have a renter in the property and she is making the payments directly to Loan Care, to avoid any problems with being late. They again say they cannot find payments, and have been adding late fees and accruing interest on these payments. I am still locked out of their website. I have now received a notice that they want to foreclose. When I am fortunate enough to get through to a person on the phone, I get different answers from different people. They don’t seem to believe that the payments have been made.

Due to COVID-19 I went into forbearance for 18 months. Which means that HUD put a lien on my property. I was told that I would have to pay the full amount back in the event of refinancing or selling my home. Which the latter I am currently trying to do. My final payout amount is more than my original loan amount! Loan care is telling me that I am going to have to pay the $26,000 forbearance twice! Once in my final payout to them and a separate $26,000 to HUD. My title company won't let me sell my home due to this and I can't afford to pay more for the house than what I originally paid for it! That's just ludicrous. No one will help me at loan care. I get hung up on or told that that's just how things are.

We entered into a hardship forbearance in 09/17. At the time, we were advised by the agent to not make that months payment in order to start the process. We were assured that our credit would not be affected, there was no danger of foreclosure, and the process would take 30 to 60 days. Almost 2 years later, the forbearance was completed, we were reported late for almost the entire time, were put in to foreclosure TWICE, and our mortgage payment increased. Luckily, we have proof of all of there deception. From losing our signed documents sent certified, screenshots from there system showing they witheld applying our payments, and emails where they continuously admit they were wrong. Unfortunately, Loancare will not correct ANY of their mistakes. I've tried numerous times to have them remove our late payments and they actually added late payments. They have reported No Information during months when we made our payments monthly and on time. Loancare also misplaced important documents with our financial and personal information subjecting us to possible identity theft. The last straw for me is when I disputed a legitimate mistake on my credit report and they changed it to a late payment. That lit then fire to start contacting attorneys. We went thru absolute hell with them for 2 years which resulted in having to go to counseling and stress related health issues that we deal with to this day. It's almost like PTSD when we have to deal with them. If anyone is in this or a similar situation, I would love to gather stories and present them to an attorney or someone in the media. A Google search will bring up numerous attorneys that have successfully sued Loancare and we started reaching out to them today.

I have been trying to get my loan current for a yr now. Sign and notarized multiple documents, they take to long to process them. The back and forth going through divorce and removing my soon to be ex from title. Some how this is my fault. I have over 100k in equity in my home now. I want this resolved so I can refinance and take advantage of current rates.

I have been making additional escrow payments for 2 years now. I have been sending separate checks from the actual monthly mortgage and was told to put in the memo field “additional escrow”. Per my Credit Union (Golden 1) they confirmed that all payments that went out for $50 to LOANCARE did indeed have in the memo field that it was for additional escrow. When I received my escrow statement stating it was short I immediately called. I spoke to Darryl who was very apologetic and said he would have those payments applied properly. He also said I should be getting a refund. He said he viewed the checks and verified the memo. When I called 2 days later, I was told by a rep, and then her, superior Joe (escalation agent) that they can only adjust the account for 6 months but they misapplied the payments for 12 months. I was also denied an audit on my account from Joe (escalations agent). I am refusing to pay the increase mortgage amount I June 2022 when I overpaid the escrow. Per my insurance company, my insurance increased $41 from the prior year and my taxes increased a total of $200 from the prior year. I need this resolved. When I continue to make the same mortgage payment due to their error I DO NOT want my credit report to reflect a past due. My current credit score is clean with a FICO score of over 750.

This company makes it a point to make it hard for you to pay and to contact anyone (hence as a loan shark now they can bill you for late fees)... All of their numbers require you to have both a loan number and a social security number of only two maximum people in any loan and that's it,.. if you are number 3 tough luck you can't do anything about it... I am unfortunate enough to have this company buy my mortgage loan from my original bank and this has been a hassle... there are three equal borrowers on my home, but because I was the last signature on that paper I'm not listed as a main borrower meaning I can not a make an online account or log in over the fone unless I produce the social security of the first person on the loan and that this issue is not fixable... they only put two people max regardless of anything, tough luck, they literally want you to be late or not pay! My ability to pay and acces my home information is severely limited and in some cases here stripped from me, the company stripped e of my reasonable ability to pay for my home unless I use social security of other people….

-as an equal party borrower this company has stripped me of all rights in regard to knowledge and payments on this property and made it unreasonably difficult to obtain such information

I applied for the COVID relief program since I lost my employment. The papers I received said my mortgage payments would be held for a period of time. That period ended in Dec 2021, and regular payments were to resume in January 2022. It was extremely difficult to get a date for the end of forbearance; they gave me different dates and even threatened me several times during the forbearance saying I was delinquent. It was the beginning of the criminal insanity! I started making my mortgage payments again in January 2022. I have made all payments on time every month. They kept sending packets saying I MUST choose a new repayment plan, even though they also sent me a letter stating that my forbearance had ended and one of my choices was to simply resume my mortgage payments, which I did! Now I received a letter stating my loan is in a delinquent state and they are threatening repossession. How can they do that when I have COMPLETELY COMPLIED? They cannot, they are fraudulent and I will meet them in court. I have kept detailed records and I have paid as agreed, they are simply crooked. I WARN everyone to STAY clear of this company!

I have had my payment not processed when i call my payment in several times causing my payment to go 30 days overdue inwhich they told me that i have to contact [protected]@myloancare to get that removed from my credit report.I typed in that website and its like that website don't exist.I made two payments on 3/14/22 for the month before and for what was the present monthly payment which payments are due on the 27th.

I have been working on my loan modification with LoanCare Since August 2021 and yet to receive a denial or approval for my loan modification.

While they are working on my loan modification they were secretly trying to foreclose on my property at the same time which against the law and is known as dual banking. Since I filed a complaint with NMLS and AG of Texas, They have yet to respond to any of the complaints filed. (Complaints filed 03/11/2022)

As of March 24, 2022, I received a letter from them stating I still have missing information. The missing information is:

Recent 60 Days consecutive bank statement.

Uniform Borrower Assistance Form.

How can you fill out a Uniform Borrower Assistance Form when you have a FHA loan. The Uniform Borrower Assistance Form 710 is for Fannie Mae or Freddie Mac loan modification. Another lie from LoanCare so they can steal my home from me.

Hello,

Loancare has been hanging onto a insurance claim check and every time we call we get different answers! We were told our home had to be at 90% to release the check, we had an inspection that came through at 98%. We have been coming out of pocket for everything! The online portal says one thing and the reps on the phone say another. This is absolutely ridiculous to put people through this when we've already gone through a disaster in our home! We have done our part, now Loancare needs to do theirs.

I have begged and literally cried trying to get another partial claim packet fed ex'd to.me. Each time I get it notarized lately, it's "going thru the process" of Loss Mitigation and whoever else, of updating and approving this for my loan. Somehow its ending up sending me paperwork over and over again, prolonging me to refinance or ever get out of forbearance

I have had nothing but issues with Loan Care from the moment my mortgage was sold to them. Initially it started by having a different due date than I was accustomed too. From there the online payment process continued to be an issue, as well as the login options.

In order to login into myloancare.com you have to verify with a text message code or email code.

On multiple occasions I was unable to receive a verification code to my phone. Following that issue, the website has been unable to process my verification codes.

Loancare is BY FAR the worst company I have ever dealt with. If you were to call 10 times for ANY reason or question, you will get a different answer EVERY time. Today I asked them if they all go through the same training. Her response was yes. I asked then why do I get a different answer every single time? "I don't know". They took ALL year to correct my mortage payment. Almost $800 MORE a month for almost a year I paid. Now that they have corrected the problem, I've been waiting MONTHS for my refund... I get told "7-10 days" every time I call. EVERYTIME!. Now it's going to be another month they say... But I have a hard time believing anything that comes out of their mouth. I have ZERO trust in Loancare and their customer service reps. ZERO. So I guess we will see in a month from now if they give me MY money back or will it be another excuse... Because they have more than I've ever heard.

My Mortgage was with Loan Care from July 2019 to Jan 2022 In December they were made aware that I was in the process of Refinancing, the mortgage, to lower my rate. In Jan they wrote the payoff . We were going to close on my new lower rate. When new mortgage company went to pay off mortgage they had sold the mortgage to another servicer, which held up the closing, and they gave us no idea of transferring, the customer service team will not tell me who to , they say I'll get letter in mail. Now my rate lock on my IRRL has expired and the rate that is now Available is one whole point higher. Payments are almost 350.00 a month higher then first rate. Why when they know I am Refinancing will they sell servicer

I started in a loan modification program for my mortgage in September of 2020. I paid three trail payments, September, October and November of 2020 and returned the signed and notarized paperwork (notarized by my lawyer) in November of 2020. That completed the modification process and I continued to pay the agreed upon mortgage amount every month since.
In August of 2021, I logged into my account online and noticed my account was showing past due. I called Loancare, was transferred to a superior who looked into the issue and saw there had been a miscalculation made in their underwriting department which was causing this issue. I was assured the issue was being escalated to be resolved. I have since been calling Loancare several times a month for the past 5 months - this issue has not been resolved, the calls I'm told will be returned are not and the issue persists. I continue to pay my mortgage, and each month it is showing I am behind - essentially my payments are not being applied properly.
I have been approved by another lender to refinance so I can get away from Loancare as they won't resolve the issue, but because the issue is unresolved, and my payoff being given by Loancare to the new lender is showing I'm behind, I can't refinance . I have given my new lender authorization to communicate with Loancare and they have spent over 6 hours on the phone with them over the past three weeks - still being promised that the issue is being escalated and someone will call them back with resolution, but no call backs have been received.
It feels that Loancare is being unethical holding my business hostage with them as they refuse to resolve an issue that I have been trying to resolve for several months. This is negatively impacting my as I have the opportunity to get a lower interest rate and with each week that passes, I loose the chance to do so.

They have made it difficult every step of the way including questions about roofing contractors signature to requiring numerous documents and claiming not receiving them. I have over 27k in receipts and just had a inspector come on Friday 1/12/22. He was impressed but they failed it and won't release my money. I doubt anyone at this company who answers the phone has 27k at their disposal. From rap music in the background to people eating while talking, this company is the most unprofessional I have ever met. Know this if I must take you to Federal Court I will sell everything I own to do so. I am done with you and the bs you stand for!

We decided to change insurance companies in 2018 we sent documentation Of our homeowners insurance To Loan Care They paid them both The year of 2020 and 2021 At this point my escrow Was short I didn't know I sent my original payment Which made my payment late In July 2021 Because it was not enough December I made a payment Through my bank Thought that they would receive it on the 16th But they did not receive it until the 24th which made my payment late Called to see if I could get that late fee Back They tell me because I was late in July I could not I feel because they messed my mortgage payment up by Paying 2 different insurances Not only that I have 2 late fees on my report And I've only been late once

re:[protected]

Spoke with Loancare twice about property tax exemption. I asked why was I paying property tax when I was taxed exempt. Loan care stated I needed to contact the county. The county office stated that the tax refunded will be sent back to Loancare and it should be refunded. I called Loancare today and they advised that it will not be refunded.

We were approved for a loan modification in March of 2021. Since then each set of documents received has been incorrect. At one point they told us our modification was rejected due to not receiving paperwork. In some cases they instructed us to do certain things as a work around which they promptly rejected upon receipt. Once they said a key document was missing however we have copies of everything sent each time and said document was in our set. We've called pretty much every week sometimes more since this began, hold time before getting an agent on line is upwards of an hour. This doesn't take into consideration when the agent places you on hold to transfer you to someone else. We've documented each call with date, time, name of agent and proposed solution and/or gist of call. If our next set is rejected for any reason we'll be contacting an attorney and giving them our documented detail.