Consumer complaint received 2018-03-27
Company: LoanCare, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
At the beginning of XX/XX/XXXX I received a statement stating that I had an escrow shortage and that my new payment was XXXX due XX/XX/XXXX, and there after it would be {$1100.00} for the year of XX/XX/XXXX due to an increase in taxes and insurance. I called to inquire regarding my increase because after speaking with the county tax assessors office of XXXX  County, there was not much of a change. I continued to call to find out why such an increase that would cause me financial hardship. In XX/XX/XXXX My Mortgage went down to {$930.00}. XX/XX/XXXX I spoke with XXXX Customer ID # XXXX, who stated that there was an during the analyzing of my escrow. This error cause miscalculation and error the wrong amount as to what my taxes should have be assessed as reported. Due to this error there is a shortage, of which I am indebted to pay by the first of XX/XX/XXXXof which I can't afford. I have submitted an application with the loss an Mitigation department, however the escrow is a different department of which I sent an email on XX/XX/XXXX, of which I received a delayed reply on XX/XX/XXXX. ( I have expressed my concern regarding the time length that it took to get a reply or for that department to address my concern ). stating that it is being reviewed. I also ask them to re- assess their estimated calculations, and look into it further because something wasn't adding up regarding the increase. After speak with XXXX  # XXXX who identified the error on their behalf, I asked to speak with a supervisor. I expressed my concern and asked to speak with the VP. Because there are different departments under one umbrella was placed back in the Queue with no resolve. The only thing that happened is that my account was noted, I no one knows how to assist me further because I have to talk to different people. I need assistance, I am getting transferred from one person to another because of their mishandling of my escrow account, and I am being asked to call back, sent this letter to this department and this person to address the issue. I work from 8-4, and this is their job to take care of these issues on a daily basis, and I am on their time clock for them to resolve and error they made. I am dealing with two different issues 1. The escrow error 2. Loss and Mitigation Dept.

I am being directed in different areas with in the same company, I have asked to speak with the VP, and was directed to a website with Many VP listings. My point of contact with the Loss and Mitgation Dept stated that her ext does not work, however I recieved a letter with her ext XXXX XXXX XXXX, I am redirected back to customer service instead of being able to contact her directly. Because of the nature of this issue once I have verified my account, I am still prompted to answer questions that do not pertain to my issue. It is frustrating at this point and I need some assistance, I have tried to communicate with loan care the best I can, and with understanding, I feel like I am getting the run around, and they are taking their time to investigate and correct their error. I have written communication and called in reference to my hardship, and I am still in limbo.XX/XX/XXXX is coming and I am being reminding that my payment is due regardless my open processes regarding loss mitigation & the escrow request. I have submitted everything in writing as requested. I don't think that it is fair for a mortgage company to make an error with your escrow and not correct it. It's frustrating every time I call in and I speak with someone new about the same issue, and still have to be transferred or they can't assist me because its not their area. This is why I asked to speak with Management / Supervisor, and they didn't have any answers for me either. There are many notations on my account, however there has not been a point of contact with a resolution. I work from 8-4 and I am in XXXX XXXX XXXX, this has become stressful from me trying to get answers and straighten this out.

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