Consumer complaint received 2019-01-09
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Our mortgage loan was transferred from XXXX XXXX to LoanCare before our first payment was due. We received a goodbye letter from XXXX XXXX on XX/XX/XXXX and our first payment was due on XX/XX/XXXX. We had not received a welcome letter from LoanCare prior to our first payment being due, so we went ahead and set up a payment through our bank 's ( XXXX ) bill pay system using the information provided by XXXX XXXX regarding where to send our payments and our new servicer loan number. The payment was sent on XX/XX/XXXX and was delivered on XX/XX/XXXX. The payment in the amount of {$1200.00} came out of our bank account on XX/XX/XXXX and the payment was accepted by LoanCare so it was not returned to us. On XX/XX/XXXX we received our welcome packet from LoanCare. Upon reading it, we realized that XXXX XXXX had given us the incorrect new servicer loan number. They had omitted one number from the loan number in error. I called LoanCare to see if our payment had been received and they claimed that it had not, likely as a result of the wrong account number being included on the payment we sent. I've been working with XXXX XXXX and LoanCare to try to get LoanCare to search for our payment to have it properly applied to our account. However, LoanCare is refusing to search without a copy of our bank statement which is not currently available until the end of the month. I have provided them with our transaction history showing the payment to LoanCare and that we had sufficient funds in our account when the payment was made as well as " proof of payment '' from XXXX that outlines the transaction details and they are refusing to help locate the payment. If they were not going to search to have our payment applied to the correct account, they should not have accepted the electronic payment in the first place so that we wouldn't have to do all of the leg work to prove we made the payment. Also, XXXX XXXX should have made sure that they sent us the correct information regarding our new loan servicer and our new loan number. As a result of their error, we are dealing with our payment being " late '' despite sending it in on time and having to jump through hoops to try to get LoanCare to locate our payment. I spoke to the CFO of XXXX XXXX on XX/XX/XXXX and she admitted that they had become aware of the mistake about 3 weeks ago when they went to wire our escrow money to LoanCare and LoanCare told them they had the incorrect loan number. However, no one had contacted us to notify us of the error and I only realized upon receiving our information from LoanCare a week after we had already made the payment.

I am worried that this will not get resolved before our 60 day grace period during the transition between servicers and that LoanCare will attempt to charge us for a late payment and report the late payment to the credit bureaus despite us having paid on time and the fact that the error in the account/loan number was no fault of our own.

I have attached the transaction history for our bank account showing the payment to LoanCare on XX/XX/XXXX as well as the " proof of payment '' provided to me by XXXX that outlines the details of the transaction of our payment to LoanCare.

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