Consumer complaint received 2019-11-20
Company: LoanCare, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I purchased my home in XX/XX/XXXXat XXXX XXXX XXXX, XXXX, GA XXXX. On XX/XX/XXXX my mortgage was Modified and I established Automatic Draft payment arrangements with XXXX XXXX and paid my payments on time every month. The OUTSTANDING PRINCIPAL BALANCE or Interest Bearing Principal balance of {$26000.00} was due to be paid in full on XX/XX/XXXX since the Outstanding Principal Balance on that Loan Statement was only {$78.00}. On XX/XX/XXXX I mailed my mortgage payment of {$480.00} check # XXXX to cover my payment due XX/XX/XXXX. This should pay in full the Interest Bearing Principal Balance of my Modified Mortgage and satisfy my Escrow account. The next mortgage that should be due on XX/XX/XXXX should begin the amortization process for the DEFERRED PRINCIPAL BALANCE of {$110000.00} AND MY PAYMENTS SHOULD CONTINUE as outlined in my HOME AFFORDABLE MODIFICATION AGREEMENT, a copy of which I provided to loan care on XX/XX/XXXX and again on XX/XX/XXXX. 
LOAN CARE A Service Link Company has been servicing my mortgage since XX/XX/XXXX and assigned me a LOAN # XXXX. I have always paid on time automatically and directly from my checking account until XX/XX/XXXX when they automatically withdrew a significantly larger than the agreed upon amount from my checking account without my permission and without clarification. Effective XX/XX/XXXX with check # XXXX for {$480.00} I started writing my own checks. 
On XX/XX/XXXX I called Loan Care to inquire why my payment was not posted for XX/XX/XXXX to pay off the OUTSTANDING PRINCIPAL BALANCE/Interest Bearing Principal Balance of my mortgage of {$78.00}. That was when I was told that Loan Care MADE AN ERROR AND PLACED MY PAYMENT IN A " SUSPENSE '' ACCOUNT. 
I did not receive a bill for my payment due XX/XX/XXXX to begin paying off the DEFERRED BALANCE OF {$110000.00} that appears on my monthly mortgage statement. 
Since XX/XX/XXXX I have become a victim of ongoing ROBO CALLS from Loan Care Collection Department, I have been the victim of abusive servicing practices and for the past 10 months of calling, writing, continuing to pay my mortgage on time Loan Care has continued to take my payments and place them into as " suspense '' account rather than to apply them properly and correct their error. Loan Care has placed me on a daily automated unattended collection call telling me that my account is delinquent. They have sent an un-marked car to my house on a Sunday with an unidentified note saying that I must pay my mortgage. Loan Care has returned my mortgage payments made XX/XX/XXXX for {$510.00} my check # XXXX for payment due XX/XX/XXXX  and also on XX/XX/XXXX they sent to me their check # XXXX for {$510.00} saying it was an amount from their escrow account. 
I have returned the payment back to Loan Care for {$510.00} by my check # XXXX dated XX/XX/XXXXalong with an additional check for {$510.00} # XXXX dated XX/XX/XXXX to make my payment due XX/XX/XXXX. In addition to continuing to make my monthly payments.

Loan Care has reported delinquent debts on my credit report causing terrible effects on my other creditors who have started reducing credit commitments that they have made to me as a result of Loan Care 's derogatory credit reporting. My monthly mortgage statements from Loan Care are all full of errors.

When I realized that I am dealing with a situation that is out of my control, I drove up to where the office was for XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX, GA XXXX XXXX XXXX to see of someone could help, but the company was no longer there. I reached out to my XXXX County County Commissioner, I called the office of the President of the USA, I sought direction from my fellow mortgage professionals, I sought direction and help from my pastor, and I contacted XXXX XXXX XXXX and XXXX XXXX XXXX 
I am a SENIOR CITIZEN and have become the victim of abusive servicing practices by Loan Care. In XX/XX/XXXX I contacted a law firm and paid them {$250.00} for them to write a letter to Loan Care in my desperate effort to get my account corrected. Loan Care has not complied to follow the Federal Mortgage Servicing Rules and have not promptly credited my payments to my account for almost 1 year now. Loan Care has VIOLATED THE MORTGAGE DEED AND TRUST. Now that they have returned to me my most recent payment due XX/XX/XXXX I don't know if I am to mail the payment due XX/XX/XXXX and I am afraid to continue to trust that this matter is ever going to get corrected and that they plan to foreclose on my house. In Georgia they don't have a court hearing to foreclose on your home, they can do so after reporting that a person is 3 months delinquent and I am afraid that Loan Care is attempting to take my house. SOMEONE PLEASE HELP so I can stop crying every night!!

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