Consumer complaint received 2021-02-10
Company: LoanCare, LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Short version : The company owes me money and is ignoring numerous methods of contacting them, all documented below. 

Details : LoanCare is my mortgage service provider. My loan was sold to them as, clearly, no sane person would choose to do business with LoanCare. My residence 's property taxes are due in XXXX, and we refinanced and closed this LoanCare loan on XX/XX/XXXX. The closing attorney for our new loan paid the property taxes in early XX/XX/XXXX, and then LoanCare *also* paid the property taxes. I have confirmed with the XXXX XXXX XXXX for XXXX XXXX, South Carolina that the closing attorneys payment was received first. Therefore, when the XXXX XXXX XXXX received the LoanCare payment from our escrow account, they sent a refund check to LoanCare on XX/XX/XXXX. 

That property tax refund belongs to us. Until LoanCare refunds us, we have essentially paid property taxes twice : once through the closing on the refinance and once through a full year 's worth of escrow that LoanCare collected with our monthly payments. Anyone can contact the XXXX XXXX XXXX XXXX for XXXX XXXX to verify this. 

LoanCare 's website agrees that our mortgage with them is paid-off as of XX/XX/XXXX. Unfortunately, they are not showing the negative {$3800.00}. Even though they recognize that we don't owe them anything else, and our relationship should be over, they have not refunded the doubly-paid property taxes of {$3800.00}. 

I've contacted them : Friday, XX/XX/XXXX through their website 's contact form. The responded the next day through email with " Your information has been forwarded to the Tax Team. Please allow more time for further research and resolution. '' Friday XX/XX/XXXX through their website 's contact form. They responded similarly but with no solution. 

Numerous times through their phone system, but there's no way to talk to actual person. 

Through an email I found by searching on the internet ( also listed on their main XXXX page ). Sent an email to XXXX on XX/XX/XXXX. I received a phone call from an odd number ( it was not the correct number of digits ) that left me a voicemail saying to call them back at their original phone number. Of course, that does not solve anything because it's an endless phone tree. There's no way to reach an actual person. 

Monday, XX/XX/XXXX through their website 's contact form. They responded with a short sentence about how they'd forward my inquiry to a team of specialists. No solution has come of this. 

Friday, XX/XX/XXXX through their website 's contact form. They responded with a short sentence about how they'd forward my inquiry to the tax team. No solution has come of this. 

Through an email XXXX on Monday, XX/XX/XXXX. No response at all. 

Through two certified letters detailing every piece of information they'd need to write me the check I'm owed : XXXX XXXX XXXX XXXX XXXX XXXX

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