Consumer complaint received 2022-04-07
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
Company : Loancare - XXXX XXXX Loan No : XXXX Address : XXXX XXXX XXXX, XXXX XXXX XXXX My mortgage is paid to this company via XXXX through XXXX XXXX XXXX In XX/XX/2021 the payment was sent by XXXX XXXX XXXX with a received date of XX/XX/XXXX as per bank records. As a consumer, I had initiated the payment of {$2500.00} on the XXXX XXXX XXXX XXXX XXXX portal for it to be received on or before XX/XX/XXXX. The due amount was {$1300.00} and I paid almost double to reduce principal. Loancare claimed to receive it on XX/XX/XXXX and charged me a late fee. I let it slide as a one-time error with USPS or whatever else that could cause a delay. 
Once again a payment of {$2500.00} was sent in XXXX to be received before XX/XX/XXXX. This time once again the check never reached them according to Loancare. I checked the portal fortunately and saw a late fee so I called and was told to email XXXX with proof of payment. I sent a screenshot from my XXXX XXXX XXXX XXXX showing the payment. Apparently, nobody checked that email address and nothing happened. On XX/XX/XXXX I received a letter stating that my loan was delinquent and that they have reported me to the credit bureau. Apparently, they claimed that the check was never received. I called them and made a payment of {$1300.00} online just to make sure the account is current. I called XXXX XXXX XXXX and they reissued a new check to be received by XX/XX/XXXX. ( This was shown as processed by Loancare on XX/XX/XXXX which clearly indicates that there was a delay again ). I explained the situation and they now asked me to open a credit dispute online since the emails were not being responded to. I opened a dispute and in a couple of weeks was notified that they stand by their decision. I called and asked for a supervisor. I got XXXX XXXX XXXX on the phone and we waited a full 2 hours on hold before a supervisor showed up. XXXX XXXX XXXX explained the situation and confirmed that the payment was sent in XXXX. I was asked to open another credit dispute. A few weeks later I received a notice dated XX/XX/XXXX that their credit department did not have enough information. I called and they said it was still in progress clearly showing that they did have all the info. Not having heard back I again called on XX/XX/XXXX and was told that a letter has been mailed stating that this case id closed and that they have decided that it was a late payment. 
Now as a consumer what is it that they want me to do. I got XXXX XXXX XXXX to prove that I did not send the payment late which is all I can do. But they are refusing to accept that an reverse the late payment credit reporting. On further discussion they said that they will only go by the payment received date and nothing else. Then why did they make me go and open multiple credit disputes if they don't intend to accept any proofs. This is just consumer harassment and they need to be taken to task. Due to their inefficiencies my credit is getting affected when I did nothing wrong. 
If they did not take 2 weeks to notify after my first call and email notification about the missing payment ( I was asked to email as per their guidelines ) I could have possibly found out before XX/XX/XXXX and avoided the late mark by making a payment online. But they notified me on XX/XX/XXXX after reporting to the credit bureaus. How was I supposed to know that the check was lost. 
Now they want me to call the credit bureaus directly and chase them. So basically I have to do all this and they take no responsibility. And that too when I did nothing wrong to start with. 

Finally a further note on their practices to give you more context. When you login to their website to view your mortgage account they start by trying to sell you a home equity. There is an option to refuse this and opt to not receive this pop-up in the future. 
Apparently, if you opt-out it does nothing. It continues to offer you the line of equity each time you login. And you have to navigate XXXX pages to even get to your loan details. They make it so difficult to even do basic things and then their customer service is equally bad. 

I am requesting that something be done about this since it is not fair that my credit get affected due to their lack of efficiencies and delays in their processing.

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