Consumer complaint received 2019-06-14
Company: LoanCare, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I've never had a problem receiving statements and have always paid my mortgage on time since XX/XX/XXXX when I purchased my house. My mortgage was sold to " My Loan Care. '' I have not been receiving statements despite my numerous calls into the company saying that I'm not receiving statements. And since the payment was behind I couldn't log on to access my account. 

On XX/XX/XXXX the company sent someone out to my house to tape a notice on my door that stating that someone had " inspected '' my house and that they deemed my house was abandoned and vacant. No one inspected my house. I have surveillance cameras that cover every side of my house. My lawn is perfectly kept, my landscaping is professionally done. I reviewed the footage on my cameras and a guy pulled up, never rang my door bell and just taped a notice on my door, got back in his car and drove off. There was another letter stating that they had a " confirmed person of interest '' in my property. I called the mortgage company immediately. They stated that my house was going to go into foreclosure the next day. My mortgage had just turned two months past due. I immediately paid the balance in full and then later learned that information was false. During that call I explained that I'm not receiving statements. I confirmed my email address, my cell phone number and every other piece of contact information. They had all of the correct information. 

On XX/XX/XXXX I called the mortgage company again because I had yet to receive a statement or any communication from them. They assured me that my statements would be emailed to me and again, I confirmed my email. I never received any statements from them. 

On XX/XX/XXXX I went to bed around XXXX XXXX I had let my dog outside before going to bed and there were no notices taped to my door. I got up at XXXX XXXX the next morning to let my dog out and there was a notice taped to my door. I reviewed the footage and the mortgage company had someone tape the statement to my door at XXXX XXXX It was the same statement that someone had " inspected '' my house and that they deemed my house was abandoned and vacant. Again, no one inspected the exterior of my house. 

On XX/XX/XXXX I came home from traveling and the same two statements were taped to my door. When I called the mortgage company they said they are mailing me the statements. I told the lady that yet again, I reviewed the footage and I felt this was harassment. No one is inspecting my property. I have the footage. I really just want someone to mail me my statements. Any time there has been a pass due, I immediately pay the entire balance in full. I WANT to pay my mortgage, I'm simply asking for a statement, a phone call ... something. During this phone call I learned that I'm being charged {$80.00} every time my property is " inspected. '' The company offered no resolution.

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