Consumer complaint received 2022-08-05
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been dealing with Loancare on a payment issue for 6 months now and 2 cases have been filed.

The latest case number was XXXX They initially refused to do anything but after the second case I filed, they finally agreed that they had internal issues and said that they would reverse my negative report with the credit bureaus. It remains to be seen when my credit history is fixed since I can not trust Loancare to do the right thing. 

This complaint is a related one that shows how they constantly send incorrect information resulting in harassment and mental torture. I just received the attached mortgage statement which included a DELIQUENCY NOTICE stating that I risk FORECLOSURE. After the issues I have had with their inefficient payment receipt system and the cases filed earlier on this same mortgage, I started paying online through their website so that there is no third-party bank involved and so that they can not hide behind another process anymore. The attached online log from their website shows all payments made and the statement I just received in the mail shows a different picture. I have complained to them multiple times that their systems are misleading and they continue to claim that nothing is wrong. My payments are scheduled by the XXXX of each month but their systems always show a later date since it takes them time to withdraw funds for some reason only known to them. My payment date should reflect when I pay online and not when they get the funds after their internal delays. All banks and mortgage companies follow that process except Loancare. Even the IRS uses the US Postal Service stamped date. This company is internally biased and does not care about the consumer. Getting them on the phone takes over an hour so that is a waste of time as well. Hence am submitting this complaint since someone needs to set them straight. These kinds of inefficiencies cause confusion and ultimately cost the consumer and we end up losing out. It makes no difference to them since they have nothing to lose. If I did not spend 6 months chasing them with multiple complaints they would never have agreed to fix my credit report. Who pays for all the time and energy that I had to spend chasing them for a mistake they made? And now with the delinquency notice, they are increasing my stress level even more. 
For a customer who pays on time and is very careful about credit this is a huge issue. I am in the middle of buying a home and due to their fault and incorrect credit report it will cost me hours to try and explain this to the new lender and then I will have to provide all the extra paperwork as well. Why do I have to do this for no fault of mine? 

Such Mortgage companies can not be allowed to operate like this? They have to be held responsible for providing proper service. They just can not charge fines and penalties and hide behind a rule book and have consumers run behind them since we are at the receiving end. They will probably state that their systems are adjusting the balances due to the earlier case as they fix the payment allocation from XX/XX/2021 and generated a statement in error. But that just shows you once again how inaccurate and inefficient their systems are. They just CAN NOT send a delinquency notice if I am not delinquent since foreclosure is no small issue. I can not take this stress anymore and keep chasing them to avoid issues on my end. 

I AM NOT DELINQUENT AND TAKE OFFENCE THAT THEY SENT ME SUCH A NOTICE AND MENTIONED FORECLOSURE.

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