Consumer complaint received 2020-07-04
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Good morning, I purchased a house on XX/XX/2020. My first mortgage payment was due XX/XX/XXXX to XXXX XXXX which is an XXXX XXXX company. XXXX XXXX received and cashed my mortgage check for XXXX on XX/XX/XXXX. My mortgage was then sold to LoanCare.  XXXX XXXX sent a check for my XXXX mortgage payment to LoanCare and they cashed it XX/XX/XXXX. I had mailed my XXXX mortgage payment to LoanCare on XX/XX/XXXX. I did not see the check clear my account so I called LoanCare on XX/XX/XXXX. The customer service rep stated that she did not see my check anywhere, including the unidentified check area. I asked her if she would take a {$1500.00} payment over the phone since it had been 17 days and I was concerned that my check got lost in the mail. She took the {$1500.00} payment over the phone for my XXXX mortgage payment and also told me that I was overdue for my XXXX payment. I advised her that my XXXX payment was sent to XXXX XXXX since they were my mortgage holders at that time. She requested that I submit a copy of that cashed check to " XXXX ''. I went that day and got a copy of the check that cleared XXXX XXXX on XX/XX/XXXX and emailed it, as she requested. On XX/XX/XXXX the {$1500.00} that the lady took over the phone for my XXXX payment was taken out of my account and my check ( check number XXXX ) that I had mailed out XX/XX/XXXX had finally been cashed for my XXXX payment too. So I called LoanCare on XX/XX/XXXX to ask that one of the payments be moved to XXXX. They told me that it was being held in a " pending account '' because I had not made a payment for XXXX. They told me that there wasn't anything that they could do about it because XXXX hadn't paid them for XXXX. I contacted XXXX XXXX to discuss the situation. They informed me that LoanCare cashed their check and it was cleared XX/XX/XXXX. On XX/XX/XXXX XXXX XXXX contacted a Servicing Supervisor ( XXXX XXXX ) out of XXXX, Texas to follow up on it. XXXX called LoanCare and also sent a copy of the check from XXXX XXXX that was cleared by LoanCare on XX/XX/XXXX for my XXXX mortgage payment. There was still no resolution. On XX/XX/XXXX, XXXX XXXX sent another email with all of the attachments showing the trail of all of the checks and payments. I then received a notice from LoanCare, via mail, that I owed {$2900.00} for unpaid mortgage payments of XXXX and XXXX. At this point I had already paid {$1500.00} for XXXX to XXXX XXXX ( which LoanCare cashed on XX/XX/XXXX ), {$1500.00} over the phone for XXXX ( thinking my check was lost ) and then they also cashed my check for {$1500.00} for my XXXX payment. I have now paid {$4500.00} and get a bill in the mail stating that I owe for XXXX and XXXX. Neither I nor XXXX XXXX have been able to get any resolution. I have called them multiple times since XX/XX/XXXX and everyone keeps telling me that they can not help me because XXXX XXXX did not pay them for my XXXX payment ; which they did and the check was cashed XX/XX/XXXX. 

Can you please help me? I have paid for XXXX, XXXX and XXXX at this point so my account should reflect all 3 payments with the next mortgage payment due on XX/XX/XXXX. My loan number is XXXX. My address is XXXX XXXX XXXX, XXXX, MI XXXX. The phone number that I have been calling is XXXX. 

I would really appreciate your help in this matter. Both XXXX XXXX and I are exhausted from trying to resolve this situation without any correction. Please see the attached proof of all payments made. The first one is XXXX XXXX 's check clearing on XX/XX/XXXX to LoanCare for my XXXX payment. The next two on XX/XX/XXXX are proof of my ACH withdrawal for my XXXX payment and then lastly my check clearing for my XXXX payment, which now needs to be moved to fulfill my XXXX payment. 

Thank you, 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