Product: Mortgage

I have some complaints to express concerning my mortgage lender, LoanCare , LLC. I have attempted to resolve the issue with the company directly, and received a response back, via US Postal Mail, stating that they are not going to change or reverse anything, on their end, in my favor. I have tons of evidence suggesting that they were in the wrong during a Repayment Plan process, that I was briefly in, and they are not trying to take any accountability for their faults. At this point, it seems as if they are neglecting to respond to me any further. 

I have reason to assume this, because recently, Ive been attempting to respond to their response and can not get anyone of the line that they provided me with. When I call the number and enter the extension for XXXX XXXX, it is prompting me that what Ive entered is not a valid entry. It is saying this to date, but about a week ago, the extension did work and I was able to leave a voicemail, in which I still havent received a call back from. When attempting to bypass the extension all-together and get someone on the line, so that they can transfer me directly, the automated machine states that the office is closed and apologizes for the inconvenience, even though I call during business hours. 

The issue that Ive not been able to resolve, is that I was instructed by multiple LoanCare representatives to skip my XXXX payment, in preparation for a Repayment Plan trial. In doing so, my credit score was terribly impacted, and not because of anything I did alone. When looking back at the payment history, which they sent to me, I began to be assessed for a late payment, starting XX/XX/XXXX. My XXXX payment AND my XXXX payment, went towards making up for this missed XXXX payment. This is what put me into a delinquent state. I was up-to-date on my account and never paid late, prior to this incident, meaning my account was in good standing and so was my payment history on my credit report. I never agreed to skip XXXX payment, knowing that they would report it to the credit bureaus and consider it late! I asked multiple times, and multiple people, would I be penalized for just skipping an entire months payment, and was instructed that I do not make, or have any payments due until XX/XX/XXXX. I called and verified this with more than one representative because I wanted to be sure that I was provided with correct information. After reassurance, I did not pay anything for the month of XXXX. I have provided a call-history from my XXXX XXXX XXXX account, with dates and times that I spoke with LoanCare. Please have them provide you all with the recorded calls so that you all can see, not only them instructing me that I had no payment due for XXXX, but also the inconsistency and misleading information Ive gotten through our entire history of communication. Ive had reps tell me that they do not know why I was provided with certain information by their colleagues, and that I was told something incorrect. Theyd then proceed to tell me completely different information in attempt to correct their colleague, as if, everyone works for a different company. There is no consistency. 

Ive provided proof that they assessed me for a late-fee starting on XX/XX/XXXX, which Ive attached. Also, Ive provided my initial letter written to the companys CEO and their response.