Consumer complaint received 2018-01-26
Company: LoanCare, LLC
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have my mortgage payment ( XXXX XXXX XXXX XXXX acct # xxxxxxxxxxx ) automatically paid through my online banking with XXXX XXXX. 

When I received my monthly statement for my XX/XX/XXXX payment ( around XX/XX/XXXX ) it showed an overdue balance. Indicating my XX/XX/XXXX payment had not been received. 

That is when this horrible customer service experience started. 

I began making calls. I was on hold for over 4 hours that first day alone. 

No results. 

Around XXXX I received a Delinquent Notice ( drafted XX/XX/XXXX ) showing the missing payment of {$1800.00} as well as a late fee of {$72.00} The check for that ( Missing Payment ) was # XXXX for {$1900.00} and included an extra {$28.00} to go towards Principal like I do every month. 
According to the back of the check it was processed by XXXX XXXX XXXX   on XX/XX/XXXX. 

More calls, more emails, Still no results. 

XXXX Doing more research into how to get this fixed I discovered that my bank had switched the last 2 numbers of my loan number on the check # XXXX. 
I also discovered that the same last 2 numbers had been switched for many months without any issues. I informed loancare of this by email and phone call. 

I sent about 10 emails begging for them to call me and tell me what they needed. 
No result. 

on XX/XX/XXXX they cashed my check # XXXX for {$1900.00} ( it also had the last 2 of my loan numbers switched ). They recorded it as my XX/XX/XXXX payment. and took the {$28.00} that should have gone against my principal and applied it towards my {$72.00} Late Fee for the check they cashed XX/XX/XXXX leaving me a late fee balance of {$44.00} and still a payment behind. 

on XX/XX/XXXX when I again was spending my day off on the phone with " my loan care '' I was told ( finally ) that I needed to send a copy of the cancelled check. I did. 

on XX/XX/XXXX when i called to see if the issue was resolved yet. I was told they hadn't received the copy of the check. I sent the front and back of the check and began begging to learn if it had been received in a format that they could access. I received no such conformation. 

on XX/XX/XXXX I received an email copied here : " Escalated Payment Disputes <XXXX> XX/XX/XXXX to me REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us. 
SUBJECT : cashed check not credited to my account Dear Valued Customer, Thank you for contacting us. 
We have received your recent inquiry regarding your mortgage account. 
Your request has been forwarded to the appropriate department. 
Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account. 

Please feel free to contact us if you have any additional questions. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX '' I started to loose all hope. 

on XX/XX/XXXX I called to see how their research was going. 
( just to be clear every time i say i call I mean I call, go through the the annoying phone answering system entering my loan # soc sec # etc ..., get a human verify my loan #, soc sec #, zip code, phone #, etc usually get disconnected and go through it all 2 or 3 more times ) At this point ( I've been trying to resolve this for over a month ) I'm told they need a copy of my bank statement showing the funds withdrawn. 

I send a copy of my bank statement showing the funds withdrawn and make multiple calls until i am told they can view the bank statement and this will be resolved by the XXXX. 

I received this useless email : " Escalated Payment Disputes XXXX XX/XX/XXXX ( 7 days ago ) to me REFERENCE NUMBER : XXXX Please use this ticket number in any correspondence with us. 
SUBJECT : XXXX loan payment cashed and not credited to my account. 

Dear Valued Customer, Thank you for contacting us. 

We have received your recent inquiry regarding your mortgage account. 
Your request has been forwarded to the appropriate department. 
Please DO NOT REPLY to this email. Your request has been marked resolved and this ticket has been CLOSED. Replies to this resolved ticket will not be monitored. If you need further assistance or have additional questions, please submit a new request by visiting our website and logging into your account. 

Please feel free to contact us if you have any additional questions. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. 

*** this email was scanned for malicious content *** ********************************************************************************************** In case this email does not fully answer your question, or you would like to contact us for any reason, simply reply to this email. You can also get immediate assistance using our Chat support service at : ========== Original Message ========== Subject : XXXX loan payment cashed and not credited to my account. 


Attached is another piece of the puzzel. 
Please contact me ASAP if you need anything else. 
Don't make me wait another 6 weeks and then tell me you don't have the information you need. 

On the statement you can see check # XXXX. 

You can also see that my balance dropped by {$1900.00} on XX/XX/XXXX. 




on XX/XX/XXXX I called around XXXX XXXX, I was told a supervisor would call me back by XXXX XXXX. No call!!! 

on XX/XX/XXXX I called before noon and spoke with XXXX # XXXX, she connected me with XXXX # XXXX. XXXX sounded like she really wanted to help me. She would go to the cashier department to see what she could do and get back in touch with me. 

NOTHING!!!!! 

on XX/XX/XXXX I received an email that was a response to an email I had sent exactly 4 weeks ago. copied here : " Customer Service <XXXX> XXXX XXXX ( 7 hours ago ) to me Reference number : XXXX Please use this ticket number in any correspondence with us. 
Subject : Payment/Statement Inquiry Dear Valued Customer, Thank you for contacting us. 

We have received your recent inquiry regarding your mortgage account. 
Your request has been forwarded to the cash department for further research and resolution Please feel free to contact us if you have any additional questions. 

Please DO NOT REPLY to this email. Your request has been resolved. 
Replies to this resolved ticket will not be read or responded to. If you need further assistance or have additional question, please submit a new request by visiting our website and logging into your account. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX ********************************************************************************************** The contents of this email and any attachments are confidential and are intended for the named recipient ( s ) only. If you have received this email in error, please notify the sender immediately and delete the message without making copies of or forwarding it to anyone other than the sender. 
*** this email was scanned for malicious content *** ********************************************************************************************** -- -- -- -- -- -- -- -Original Message -- -- -- -- -- -- -- XXXX Evening Payment/Statement Inquiry this check was cashed but not credited to my account. 
I noticed the last 2 numbers of my account were switched by my online banking and have been for many months. 

HELP '' still XX/XX/XXXX I called again, spoke with XXXX # XXXX, she eventually connected me with XXXX # XXXX. All XXXX could do for me is confirm that it is being researched and she would see what she could do. 

Several hours later I received a call from a loancare computer asking me to call back. 
I called back instantly, struggled to get through the answering system, eventually being connected to XXXX # XXXX again, she had no idea why i received the call. 

I called back, reached XXXX # XXXX she said I had received a courtesy call because " my payment was late ''. 

in conclusion : I have been hitting brick wall after brick wall and been lied to for almost 2 months. The only slightly good thing that has come out of my many many hours of fighting this is I've been told the remaining {$44.00} of my late fee has been waived. 


I just went back and deleted most of my personal information

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