Consumer complaint received 2021-08-17
Company: LoanCare, LLC
State: CA
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
My mortgage loan was transferred/sold from LoanCare to XXXX XXXX on XX/XX/2021. I was attempting to pay the loan off completely in XXXX of 2021 to avoid having to deal with the new loan servicer. 

XXXX XXXX is showing an unpaid principal balance of {$55.00}, XXXX. I have sent them multiple documents as proof of an unpaid balance of {$0.00}. 

I have provided all of these documents to XXXX XXXX. 

Please find attached : XXXX and XXXX bank Statements showing payments to LoanCare to pay off the loan. ( Attachments 1 and 2 ) A Payoff Statement from LoanCare dated XXXX in the amount of {$200.00} and an unpaid principal balance of {$0.00}. ( Attachment 3 ) A XXXX Monthly Statement from LoanCare showing large payments in XXXX and an unpaid loan balance of {$0.00}. ( Attachment # 4 ) A XXXX Monthly XXXX XXXX dated XX/XX/2021 ) from XXXX XXXX indicating an unpaid principal balance of {$55.00}, XXXX. ( Attachment # 5 ) Log of some of the many calls/emails to XXXX XXXX to resolve this. 
XX/XX/XXXX, XXXX-Received a digital payoff statement from XXXX XXXX ( Attachment # 7 ) and a Digital XXXX Monthly Statement ( Attachment # 6 ) XX/XX/XXXX, XXXX-Called and left a message and sent an email to XXXX XXXX about the status of my balance. 

XX/XX/XXXX, XXXX-Emailed XXXX XXXX and the Research Incoming address for XXXX XXXX a copy of the payoff Statement and the XXXX Monthly statement from LoanCare. 

XX/XX/XXXX, XXXX-Called and left a message for XXXX inquiring about the code change. XXXX called back and said the code change had nothing to do with the change to the unpaid balance amount. 

XX/XX/XXXX, XXXX-According to a soft pull of my credit report, I do not have a debt to anyone for a mortgage. It appears to be paid off. 
. 
XX/XX/XXXX, XXXX-Spoke to XXXX. She requested additional copies of the bank statements in PDF format. I emailed them to her. She also asked me to reach out to XXXX XXXX to inquire about the code being changed XX/XX/XXXX, XXXX-Made a third monthly payment for a loan that I was trying to payoff XX/XX/XXXX, XXXX-Finally got connected to XXXX XXXX, Executive Resolutions Team and sent her pictures of bank statements showing off paying down the loan in XXXX and XXXX. 

XXXX XXXX-Loan Balance changed from {$0.00} to $ XXXX ( Code was changed? XXXX XXXX ) XXXX XXXX Made 2 monthly payments for a loan with a {$0.00} balance to avoid late fees after getting a text from a debt collector XX/XX/XXXX, XXXX XXXX ( needed to change a code-thought they could pay off the balance from escrow ) XX/XX/XXXX, XXXX-Requested a payoff statement via email ( talked to different 2 reps ) one was never sent XXXX XXXX-Called XXXX XXXX multiple times inquiring about the status/balance of the transfer I am not really sure who is more to blame, LoanCare for not applying the payoff amount to the payoff balance ( they applied it to the escrow account ) or XXXX XXXX for not resolving the unpaid principal balance with all of the documentation that I sent them.

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