Consumer complaint received 2019-07-17
Company: LoanCare, LLC
State: NE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I sent an email inquiring about a letter I had received indicating the escrow portion of my mortgage payment needed to be increased nearly {$200.00} a month starting immediately with the XX/XX/XXXX due date ( to {$1600.00} ), or that I needed to pay roughly {$1500.00} to bring it " current ''. My calculations, based on their website, showed that I did not need to increase my payment more than a one-time {$200.00} payment. After that, I would be positive in my escrow account untilXX/XX/XXXX I did not receive a response to that email, and in the meantime, my bill pay from my bank automatically made my regularly scheduled payment ( {$1400.00} ). I called the office on XX/XX/XXXX, after seeing that the payment was applied as principle only, to inquire about my escrow analysis, and the person I spoke to could not assist with any more than what was in the letter I'd received. To just get the issue resolved, I indicated that I would be making an additional payment of {$180.00} to allot for the entire payment amount due ( which, again, changed with less than a month 's notice ). The representative claimed to have opened a ticket to have the principle only payments combined and converted to a regular monthly payment. Several days later, on XX/XX/XXXX, I received a letter dated XX/XX/XXXX ( yes, dated XX/XX/XXXX, received XX/XX/XXXX ) that my homeowner 's insurance had been cancelled, and they would be force-placing their insurance if I didn't resolve the payment. My homeowner 's insurance had not been cancelled yet, according my providers website, but what I did see is that the payment had been due on XX/XX/XXXX. If the payment is due XX/XX/XXXX, there is 0 % chance my insurance had been cancelled on XX/XX/XXXX, the date of the letter from LoanCare claiming it had. In addition, the money for the payment was sitting, in full, in my escrow account, and payment could have been made up to 2 months prior. According to LoanCare 's  records, they mailed the check on XX/XX/XXXX ( yes, mailed on XX/XX/XXXX, a day AFTER they printed a letter saying my insurance was cancelled ), but according my insurance company, they didn't receive it until XX/XX/XXXX. Either way, the insurance was never cancelled, and if it had been, it certainly would not have been my fault. I phoned their customer service on XX/XX/XXXX, and was assured the letter was incorrect, and my insurance coverage was current. I then inquired again, about having the principle only payment converted to a regular monthly payment. Again, a ticket was opened, and again, nothing was actually completed. Last week, on XX/XX/XXXX, I phone again about the payment conversion, and was told that the previous 2 agents didnt open the ticket appropriately or get approval from a manager so it would be worked. This agent claimed to do so, yet as of XX/XX/XXXX, while I write this complaint, the payment is still not updated.

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