Consumer complaint received 2022-03-07
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My loan transferred to " Loan Care LLC '' from " XXXX XXXX XXXX '' in XX/XX/XXXX. 
When it transferred there company, they claimed I did not make my XXXX payment. My loan was still with " XXXX XXXX XXXX '' as of XX/XX/XXXX, and that payment was made. I had NEVER missed a payment. after my first phone call to resolve this, I was told to just wait and see if the funds would end up transferring from the previous loan company for XXXX payment. THIS COSTED ME A LATE FEE because I listened and waited.

I have made about 20+ phone calls trying to figure out why this error occurred and to get it corrected, I was asked to send proof of payments and every time I sent in more documents for proof that I never missed any payments I was told the evidence is not sufficient and was turned away. 

the month of XX/XX/XXXX, that payment had a {$37.00} late fee charged because of this error ( because my account claimed I was a month behind on payments ) I then had to make a DOUBLE payment in order to make my account status not delinquent in XXXX. 
in XXXX the customer service rep that told me I should just wait for the missing payment to come through assured me I would not be charged any late fees and my account would not show delinquent status for this issue because it is on there end. I'm a young first time home buyer who trusted the company.

I was told on one of my phone calls with the service dept. that I have un-applied funds in the amount of {$550.00} this was probably the missing payment that they could not find. 
I asked them why I had misc. funds not applied to anything that i NEVER authorized, and im being charged late fees because of a missing payment? 
they had no response. and came to realize during the loan transfer they messed up numerous transactions including giving me an incorrect escrow balance. In conclusion they verbally confessed they messed up transactions and still refused to corrected my account and balances.

the problem may have occurred because i was almost a full month ahead on payments with " XXXX XXXX XXXX '' due to the ability to make bi-weekly payments with there company. so the next months payments were actually an entire month early. 
this is when covid hit i lost my job, i took the opportunity and placed my account on a forbearance plan before any more insanity could take place with this company. 

I had other focuses during covid so I am reaching out now that things have settled down. my hopes are now that they are correcting my account due to the forbearance place that the original mess ups can be corrected.

in conclusion, i was charged in proper late fee, Record keeping is entirely incorrect, principal balance is incorrect. and I had to make a double payment, along with having my credit hit because of the claimed missed home payment. 

Attached are my proofs of payments, ALL documentation to prove I am paid up to date including taxes, My account is also showing in-accurate payment history, principal balance.

Doc 1 : Contains tax information for XXXX showing my interest is paid through the month of XXXX, for XXXX. 

Doc 2 : Payment history from XXXX XXXX XXXX  showing my 2-payments ( bi-weekly payment ) made in XXXX for the month of XXXX, showing my interest paid through XXXX. 

Dated documents : SIGNED AND STAMPED Bank statements showing the funds transferred from my account to XXXX  and My loan care. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Below is a break down of the payments shown in the bank statements and for what month they correspond with -- PAYMENTS TO XXXX : XXXX Payment Made- XXXX TO XXXX  -- AMOUNT : XXXX ( FULL ) XXXX Payment Made- XXXX TO XXXX -- AMOUNT : XXXX ( FULL ) XXXX Payment Made- XXXX TO XXXX  -- AMOUNT : XXXX ( FULL ) XXXX Payment Made- 1st half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) 2nd half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) XXXX Payment Made- 1st half : XXXX TO XXXX XXXX- AMOUNT : XXXX ( BI-WEEKLY XXXX ) 2nd half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) XXXX Payment Made- 1st half : XXXX TO XXXX  -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) 2nd half : XXXX TO XXXX -- AMOUNT : XXXX ( BI-WEEKLY XXXX ) PAYMENTS TO LOAN CARE : XXXX payment accrued inaccurate late fee I was still protected under law to not receive late fees during this time, it was paid out at a later point in time. 

XXXX : Payment Made- XXXX TO LOANCARE -- AMOUNT : XXXX ( FULL ) XXXX : Payment Made- XXXX TO LOANCARE -- AMOUNT : XXXX ( FULL ) XXXX : Payment was made XX/XX/XXXX {$800.00} ( with added late fee ) XXXX : payment was made XX/XX/XXXX in the amount of {$800.00} ( with the added late fee ) to make up for the claimed missed payment, I made a second XXXX payment. I made a partial payment XX/XX/XXXX in the amount of {$200.00} to complete a payment using the un-applied {$550.00} that I spoke of above that they had sitting in a misc. account. this brought my account current Doc 1 : Screen Shot of my XXXX loan account information from the month of XXXX right before my loan transferred. 

Doc 2 : Payment history from XXXX XXXX XXXX showing my 2-payments ( bi-weekly payment ) made in XXXX for the month of XXXX, showing my interest paid through XXXX. 


I filed a report with the XXXX and they claim to have corrected the issues. this is untrue, the late fees I accrued were higher than they claim, my account still reflects incorrect balances. 

If required I have all bank statements showing fund transfers. THE COMPANY WAS SENT ALL THIS AND STILL SAID I WAS WRONG

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