Consumer complaint received 2019-11-18
Company: LoanCare, LLC
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I am writing to complain about LoanCare LLC 's potentially illegal practices and horrific customer service regarding me and my husband 's ( XXXX XXXX and XXXX XXXX ) mortgage on our property at XXXX XXXX XXXX, XXXX, VA XXXX. 

Both of our XXXX  and XXXX  credit reports ( as of XX/XX/XXXX and XX/XX/XXXX respectively ) have our mortgage account for LoanCare listed as delinquent. There is no such error and all payments were made as scheduled ; LoanCare , LLC received the full payment I made for XXXXXXXX ( which was due on XX/XX/XXXX ) on XX/XX/XXXX ( see explanation below ). My husband and I have attempted to contact LoanCare about this via email numerous times throughout XXXX and XXXX ( case number XXXX ) and never received an email response. We also spoke to the company several times on the phone and were informed that everything was marked as paid and that all was fine. Customer service told us they would be sending a letter confirming this but we never got one. 

In mid-XXXX, we received a letter from LoanCare , LLC stating that our mortgage was being transferred to XXXX XXXX as of XX/XX/2019. We had automatic deduction payments set up for the first of every month. Our XXXX payment, which was due XX/XX/XXXX, was deducted from our bank account on XXXX XXXXafter the transfer had already occurredbecause XX/XX/XXXX fell on a Sunday and the next day was a holiday. Our LoanCare account did not reflect this payment having been received, probably because LoanCare had already fully transferred the mortgage to XXXX XXXX. Im enclosing a letter from our bank, XXXX, confirming that our full mortgage payment plus an additional {$100.00} to principal ( total of {$3000.00} ) was deducted and sent to LoanCare on XX/XX/XXXX. LoanCare then did send that money to XXXX  XXXX, which was credited to our account in early XXXX. Were also enclosing proof of that transaction. The supposed delinquent payment also occurred during the 60 day window when transferring to a new mortgage provider, where LoanCare should have not been legally allowed to report anything as delinquent. Nevertheless, this happened, our credit scores have dropped over 100 points, and all while we have shown them proof of payment over two months ago.

Given our pristine credit reports ( never missed one payment on anything ), the fact that LoanCare did deduct this payment as scheduled ( see proof of payment ), and our numerous attempts to contact the company and resolve this issue for the last two months, we would like these derogatory remarks to be removed from our credit reports immediately. We have disputed these payments with the credit bureaus. We have also reached out to LoanCare again as well to attempt to resolve this dispute, but have seen hundreds of complaints from other customers in these exact situations who say that the issue has never been resolved to the detriment of their credit long-term. We are concerned that we are similarly falling victim to this company with very malicious business practices.

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