Consumer complaint received 2024-10-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LoanCare, LLC
State: NJ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX, NJ XXXX XXXX XX/XX/year> Consumer Complaint Division ( XXXX Loan Care ) Loan # Subject : Formal Complaint Regarding Mortgage Issues with Loan Payments, Portal Access, and Unauthorized Withdrawals Dear Sir/Madam, I am writing to formally lodge a complaint regarding a series of ongoing issues with XXXX Loan Care , which have caused significant hardship, financial losses, and stress. These problems primarily concern access to my loan payment portal, unauthorized withdrawals, improper allocation of mortgage payments, and erroneous fees. I outline my grievances in detail below : Complaint # 1 : Website Portal Access Issues and Entrapment Tactics On XX/XX/year>, I contacted XXXX Loan Care regarding ongoing problems with their website portal, which has severely restricted my access to my loan information. A third-party vendor ( XXXX XXXX ) has been integrated into the portal, blocking my access unless I agree to a lengthy legal waiver. I informed XXXX XXXX company that I do not want to acknowledge or agree to this hidden legal language, and blocking my access to loan information is not only unethical but also illegal. This blockage has prevented me from making timely payments online, leading to accrued late fees. 
Despite explaining the situation to a representative, no satisfactory resolution was offered. I was forced to dispute the {$790.00} in late fees, which have accumulated solely due to this lack of access. It is unacceptable that I must agree to such terms to access my loan information and make payments, and I request an immediate resolution to this issue. 
Complaint # 2 : Unauthorized Payment Withdrawal On a separate but related note, during a phone call to make my XXXX mortgage payment of {$3100.00}, XXXX Loan Care withdrew an unauthorized amount of {$3900.00} from my bank account, taking the additional {$790.00} late fees without my consent. This unauthorized withdrawal is a direct violation of my agreement, and I consider it an illegal financial transaction. I subsequently had to complaint to this consumer bureau in order for them to issue a a full refund of the {$790.00} that was withdrawn without my approval. 
Complaint # XXXX : Improper Allocation of Mortgage Payments and Failure to Remove Mortgage Insurance For several years, I have noticed that my mortgage payments have been improperly allocated, which has prevented my loan balance from being paid down as expected. I have raised this issue multiple times, yet it remains unresolved. Additionally, despite making stable payments for several years, my repeated requests to have the mortgage insurance removed have been ignored. XXXX Loan Care continues to charge me for unnecessary fees, which I believe is being done to inflate profits at the expense of homeowners. They have told me that FHA loans maintain mortgage insurance for the life of the loan. They have offered no opportunity to refinance my loan at the same interest rate. 
These improper financial practices are unacceptable and have caused significant hardship. I am requesting immediate corrective action, including proper allocation of my payments and removal of the mortgage insurance and/or loan refinancing at the same interest rate. 
Request for Resolution I respectfully request that XXXX Loan Care immediately address and resolve the following : 1. Restore full, unconditional access to my loan information on the website without requiring me to agree to any legal waiver.

2. Restore paper statements mailed to my home address and opt out of all online portals.

3. Remove the unjustified late fees, totaling {$850.00}, that were incurred as a direct result of being unable to make payments online due to your website portal issues.

4. Ensure the proper allocation of all my past and future mortgage payments.

5. Remove the mortgage insurance from my loan, as requested multiple times and/or provide a new conventional loan with the same interest rate and no mortgage insurance.

Please respond within 15 business days to confirm receipt of this complaint and provide details on how these issues will be resolved. If no adequate response is provided, I will escalate this matter by filing complaints with relevant regulatory bodies, including the Consumer Financial Protection Bureau ( CFPB ) and state authorities. 
Thank you for your prompt attention to this matter. 
Sincerely, XXXX XXXX

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