Consumer complaint received 2019-12-27
Company: LoanCare, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I am writing as the issue that I faced with Loancare LLC. that was supposed to be corrected in XX/XX/XXXX has not been corrected. Below I have included a recap of the previous issue that I report to the CFPB that Loancare LLC. responded to stating that they would correct the issue. I received a letter on XX/XX/XXXX from XXXX XXXX stating that the issue was resolved, and that my mortgage was adjusted to the correction. Though I received notice in writing that the error was corrected, as of today ( XX/XX/XXXX ) I am still on the phone ( after 2 hours ) dealing with the issue. 

Below is the initial complaint, along with the update of events that have been occurring since : Subject : Loancare LLC. Mismanagement of Mortgage Escrow Account I am writing regarding my mortgage servicer, Loancare LLC. While logging into my online account to process my XX/XX/XXXX mortgage payment, I saw that Loancare LLC. increased the amount of my mortgage payment by {$250.00}. On Friday, XX/XX/XXXX I called the customer support line to inquire about, and resolve the discrepancy in the payment amount. I was able to speak with their representative, XXXX, who explained to me that LoanCare posted {$3300.00} to my escrow account on XX/XX/XXXX in error. She further explained that the error wasnt caught until XX/XX/XXXX when the {$3300.00} was withdrawn from my escrow account ; which put the escrow account into a negative status because of an escrow reimbursement that was made to me in XX/XX/XXXX. I asked why and how this occurred, and all she was able to tell me is that LoanCare made an error. I was told that the error was being escalated for review, and instructed not to pay my mortgage until the error had been resolved. Today is XX/XX/XXXX, two months after my initial phone call, and the issue has not been resolved. I have since called to follow up in attempts to resolved the discrepancy, and pay my mortgage over 15 times. Most notably on the following dates, and having spoken to the following representatives : XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX & XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX Ms. XXXX All of the representatives listed above have told me that the error is on Loancare LLC. ; however, they are unable to rectify the issue aside from me paying the {$3300.00} to Loancare LLC. 

Since this was an error made by LoanCare, I should not be penalized and forced to pay more in my mortgage. Ive honored the payment agreement each month, paying my mortgage payments on time. 

Loancare LLC. needs to adjust my escrow amount to remove the negative balance, and adjust my mortgage back to the original amount as the error in the escrow account was caused by Loancare LLC. 

I should not have to pay for Loancare LLC 's careless management of my account. 

***UPDATE : As of today, XX/XX/XXXX I am still facing the same issue with Loancare LLC . 

I received another letter in XX/XX/XXXX/XX/XX/XXXX stating that they reviewed my escrow account and adjust my mortgage rate again for the same error that they were supposed to correct in XX/XX/XXXX. I proceeded to call and left several messages for XXXX XXXX ( from the Office of the Customer at Loancare LLC. ). After several message left and attempts to reach XXXX, I called the main customer service number on XX/XX/XXXX and spoke to the service representative, XXXX. 

- XX/XX/XXXX at XXXX - XXXX stated that the request to correct the escrow was never submitted by XXXX or anyone else from Loancare LLC. , and that he would submit the request while I was on the phone. He then stated that the issue would be resolved and that I would be able to call on XX/XX/XXXX to pay my normal mortgage payment. He assured me that everything would be corrected and that I would be able to make the payment on XX/XX/XXXX -XX/XX/XXXX at XXXX - I called Loancare LLC. to confirm that their error had been resolved, and that I would be able to make payment. 

-XX/XX/XXXX at XXXX - XXXX or XXXX ( the exact name escapes me ) answered the line. After having explained the situation to her, she informed me that the issue had not be resolved, and that I would need to speak with a Manager. She placed me on hold. 

-XX/XX/XXXX at XXXX - XXXX ( assuming resolution Manager ) answers the phone. I explain, yet again, the information to XXXX. He stated that he was able to see the notes, but nothing has been resolved. At XXXX XXXX asked if he could place me on hold for a few moments. A few moments turned into 15 minutes before XXXX hung up the line, and I was forwarded to the survey. 

-XX/XX/XXXX at XXXX - I call back to be directed back to XXXX. I explain to the service agent that I refused to explain the situation for a third time today, and just wanted to be connected to the person that was " looking into the issue '' for me. 

As of right now ( XX/XX/XXXX at XXXX ) I am still on hold for over 30 minutes at this point. 
- XX/XX/XXXX at XXXX XXXX ( Service Manager ) answers the call, and I briefly explain the entire ( since XX/XX/XXXX ) situation to her. At XXXX she places me on yet another hold to look into the situation. 
I am still on hold at this point awaiting resolution, but seeing as though I have been through this issue several times over, I do not trust that the issue will truly be resolved - XX/XX/XXXX at XXXX - XXXX returns from hold and asks me to explain what happend. I begin to explain the sitaution in detail, and XXXX cuts me off. You would think that after all that i have gone through with Loancare LLC. 's error and having been on the phone on holded for well over 2 hours today alone, she would at least let me finish talking. Not the case. Definitely the worst customer service interaction that I have ever received. 

My entire interaction with Loancare LLC. has been unacceptable, and this issue needs to be resolved. I do not trust that they will resolve the issue, as they did not the first time. I would think that lying to the CFPB would be against some sort of law. Immediate action needs to be taken! 

Adjust the escrow account balance to correct Loancare LLC. 's error, and transfer my account to reliable and trusted loan servicing center since Loancare LLC. is not capable of handling my loan.

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