Consumer complaint received 2024-06-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: NJ

Complaint narrative:
Complaint # XXXX : On XX/XX/year> I contacted XXXX LoanCare regarding their website portal access. They incorporated a XXXX party vendor which blocked my access to my loan information called ( XXXX XXXX ) unless I agreed to a long legal waiver. I told them that I did not want to acknowledge/or agree any hidden legal language. I also told them that blocking my access to my loan information was illegal and causing me a hardship to pay my loan each month. I usually pay my loan online and this has resulted in late payments for a few months due to limited access on the website portal. In the month on XXXX I was unable to bypass the legal waiver and could not pay my loan online. I called LoanCare to explain the issue I was having with online payment. They immediately told me that I had a late balance and demanded that I pay the late fee balance with my mortgage payment. I explained to them that I was disputing this amount due to the issue with the online portal. I also requested to speak with a representative that would assist with the online portal after processing my mortgage payment. The payment representative kept asking how I would pay the late balance. I told her that at this time I would only authorize my monthly mortgage payment of {$3100.00} until they resolve the issue with the online portal so that I may have access to my loan information and again told her that I am disputing the late fees of {$790.00}. The payment representative told me she authorized my XXXX mortgage payment for {$3100.00}. Then she transferred me to another representative to assist with my mortgage portal access. The online portal representative initially told me she could not help me and told me I had to sign the waiver/acknowledgement. She asked me did I read the waiver, and did I not understand the waiver and that it was very common for online websites to ask customers to sign agreements. I told her that I disagreed with the waiver and that it was illegal for them to force me to acknowledge it, it was illegal for them block access to my mortgage information and that I was aware of their class action lawsuit. She subsequently gave me an email address to " opt out '' of the XXXX party vendor blocking my mortgage information. The following email below is what I sent to the vendor : XXXX To Whom It May Concern : I am following up with phone conversation with XXXX. 
I want full access to my loan information which is my legal right without any additional XXXX XXXX terms and conditions. 
I choose to opt out of XXXX XXXX. Please remove all acknowledgement agreements blocking me from accessing my loan information. I choose to opt out of all Terms and Conditions of a XXXX party vendors and institutions. I choose to opt out of all Sales and marketing. Please update my website portal access immediately!!!!! 
Please acknowledge receipt of this email. 

Complaint # XXXX XXXX XXXX XXXX unauthorized payment amount from my XXXX Bank for the amount of {$3900.00}. They were only authorized to withdraw {$3100.00} from my bank. They took {$790.00} without my consent following an over the phone payment for my monthly mortgage payment. They have engaged in an illegal money transfer. 

Complaint # XXXX The XXXXLoan Care balances of my mortgage payments for several years have been improperly allocated causing my loan to not be paid down. In addition, I have made repeated request to remove the mortgage insurance from my loan after years of stable payments and they continue to maintain added fees for profit. 

XXXX has engaged in improper and illegal financial practices causing great hardship to homeowners. I am requesting resolution and restitution for the above complaints.

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