Consumer complaint received 2017-05-18
Company: LoanCare, LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
On  XX/XX/XXXX  I noticed that a 30 day late had been added to my  credit score, I did some research and had noticed that my loan comp anies had changed a few months prior, I had no notification of this. My bills continued to go out as scheduled to  XXXX    XXXX   XXXX    ( my old loan holder ) My  30 day late was for the month of   XX/XX/XXXX .  On the  XX/XX/XXXX  I called My loan care my current loan holder, they informed me that all disputes and customer service claims must be sent via e mail to their dedicated customer service  e  mail. I submitted my request which was as follows : Hi my name is  XXXX   XXXX  I 'm writing you in regards to a 30 day late mortgage payment that was put on my account for a  XX/XX/XXXX  payment.   the loan number is  XXXX .   In  XX/XX/XXXX  My loan was purchased by your company and all payments are now to be sent to you instead of   XXXX   XXXX   XXXX  .   This morning I spoke with a customer service agent  XXXX  Badge number  XXXX . I called to change my mailing address to a safer location, because I 'm finding the mail box o n my street  is not a safe place and i have been struggling with receiving all my packages and other bills. I was unaware of the mortgage company change due to this. I continued making payments within the 15 day grace period to  XXXX  until finally i did receive a statement saying you guys took over the loan in the beginning of  XX/XX/XXXX . I have now made all necessary adjustments on my banking so i can continue to pay on time as i have over the past two years. I feel because this loan company change is out of my control I should not held responsible for this payment that you received late because the payment was being sent to   XXXX    and then to your company.   I would like to request an address change and have all mail in the future sent to  XXXX   XXXX   XXXX   XXXX    XXXX    ca  XXXX .   Also I would like to request that my " 30 day late payment '' be dropped immediately and my credit to reflect such.   Thank you for your help and please keep me posted on the status of everything.   Sincerely  XXXX   XXXX  My loan care responded the same day with this response : Dear  XXXX   XXXX , Thank you for contacting your loan servicing team!   We have received your inquiry and are assigning it to a member of our  Consumer Solutions Team. Please note duplicate inquiries may prol ong your time for resolution. To help identify your inquiry we have generated a reference/ticket number. Your reference/ticket number. Please use this number in any further communication  relating to your recently submitted email request. Please allow up to 5 busine ss days for a thorough review and resolution of your inquiry.   Your reference/ticket number is  XXXX .     After 4 days I received a n e mail  from them stating this :  Reference  number :  XXXX  Please use this ticket number in any correspondence with us.   Subject : loan Dear Valued Customer, Thank you for contacting us.     We have received your inquiry regarding your mortgage account. Your address has been updated. Your other request has been forwarded to o ur Credit Research team for further review and resolution.      Please feel free to contact us if you have any additional questions.     Sincerely, Since this las t E m ail i received from them I have n't heard a thing. I waited patiently for 30 days, I filed a complaint with the BBB   XX/XX/XXXX   They received no response or did I.   Unfortunately I have not heard a response from Loan care to date. Yesterday  XX/XX/XXXX  I decided to start over and see if i could restart this process over. this is how it went I spoke with  XXXX  with my loan care, told him the entire story, he informed me that this issue was no longer up to my loan care to fix, but their client  XXXX   XXXX  responsibility he said " they handle the billing and post to the credit bureau '' he said he can send them an urgen t e mail to contact me so the problem can be resolved, '' I as ked for their number where I received this number  XXXX , which was a dead end because this person works for  XXXX   XXXX , I then did some research which led me to  XXXX    XXXX    number, I called them and spoke with  XXXX  badge  XXXX , again told him the entire story, he said " well loan care handles all of the billing and posts to the credit bureau thats what we hire them for, but if you like i can send an urgent  e ma il to them so that they can contact you. '' Then i called back to loan care once again, I spoke with  XXXX  badge number  XXXX  again told her the story, she asked me if I could go on a brief hold so she could review my account, i was on hold for  5-10 minutes, i then get put back into circulation on the phone and have to tell the next representative the situation. With this person I had mentioned that they where in violation of thei r NMLS li cense and i needed to speak to a manager. She placed me on hold again 5-10 min utes and  XXXX   badge   XXXX  answered, i again told him the situation, he said " I 'm  XXXX  I 'm with upper management with loancare, what i can do for you is I will call my " contact '' in the credit bureau and i will call you back once i get in touch with him with the status of your case. '' I asked whats the time frame for a call back he said by the close of the business da y (   XXXX   XXXX  eastern time ) this was at  XXXX    XXXX    pacific  time.   I heard nothing that evening.   The next day i call at  XXXX   pacific  time, I spoke with badge  XXXX , she put me on hold, next rep same result, then the final representative informed me that i will be called by management within  48 h ours of my call with  XXXX  who allegedly placed an order for management to do so.     I see no end to this poor customer service. it has been since  XX/XX/XXXX  since i asked for answers or at least a resolution, and i can not even get a status update without fighting tooth and nail for one.

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