Consumer complaint received 2019-06-13
Company: LoanCare, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
When my mortgage was sold to the Loan Care I was verifying that all of the information was transferred correctly, through their online site. I discovered that the escrow amount was carried over incorrectly. My account showed that my Wisconsin property taxes were scheduled to be paid on an annual basis with the next amount of {$310.00} being paid in XX/XX/2019. However, these are paid semiannually in the amount of XXXX. Tax payments are due in XXXX and XXXX. The XXXX payment for {$310.00} was paid by the previous mortgage holder. When I called Loan Care they said that the information they received from the former lender had it listed as annually. Which of course was not the case, since all records from the previous holder showed them paid in XXXX and XXXX. Furthermore, when I called Loan Care I was told I was required to show proof of the amount of the tax payments and when they were due. I was told they did not have any of that information. Being that I have worked in XXXX for 23 years and am very familiar with XXXX  XXXX loans, I know they had to receive the file and all my documentation of my loan. They were not willing to go the extra mile and fix their own mistake. I had to take the time to research all of it and send them my property tax bill and the last time my tax payment was made. I wonder how many other people this affected who are not well-versed in XXXX  and XXXX. Had I not discovered this error my property taxes would've been late and that is a whole new issue. 

After sending in all the information they required me to send, the automated response I received said that " Once your request has been completed, you will receive an email confirmation. '' According to their response it would take up to 15 days for research to be completed. I sent the request through to them via email on XX/XX/XXXX. On XX/XX/XXXX, after not receiving any type of confirmation on the matter, I went back to my account to review that it had been changed to the correct escrow schedule, which it was. But, there was no confirmation of when it was completed. So, on XX/XX/XXXX, i sent another request asking for a confirmation. Again, the automated response said it would take 15 days for research. No reply. On XX/XX/XXXX, after waiting the 15 days with no reply I sent a message demanding contact ( I even gave them two email addresses, in case spam was holding up emails in one ). I told them I would give them until Tuesday, XX/XX/XXXX to contact me with confirmation on when the change to my escrow was made or I would be contacting the CFPB. As you can tell by now, they have not responded. 
I feel their non-communication is in violation of CFPB standards and I would like this brought to everyones attention. This is unnerving to say the least. 
One other note, I went to pay a different mortgage on XX/XX/XXXX and the payment screen said I owed a {$5.00} payment fee for it being paid 5 days past the due ( but, I was still in the grace period ). This was the first time that message had appeared on the screen. I reluctantly paid the {$5.00} because my mortgage was due. But, I have requested they add the extra {$5.00} from the fee onto my principal. 
This place is terrible at communication and I encourage the CFPB to look into their practices closely and carefully. 

Thank you.

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