Consumer complaint received 2021-03-30
Company: LoanCare, LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a mortgage with LoanCare , LLC. The option that I have chosen for payment of my property taxes is to pay into an escrow, and have a check disbursed to me to take to my County Treasurer and pay my property tax to the municipality that I live in. 
On XX/XX/XXXX, LoanCare disbursed a check to me that was drawn from my escrow account. I received the check on XX/XX/XXXX. Upon review of the check that was disbursed, I realized that it was a two-party check, drafted to me, and to a municipality. The municipality identified on the check is not the one that I live in, it is in fact a city that is XXXX miles from my home. 
I called on XX/XX/XXXX, and explained the situation to the representative that took the call. After several attempts to explain my issue, the person on the other end assured me that she understood and would resolve it. She claimed that she was going to put in the order for a new check, with the correct information, and that I should not use the one that had previously been disbursed. I was assured that it would be sent priority mail, and that I would have it during the week of XXXX XXXX. I did not receive anything. 
I called on XX/XX/XXXX to find out what the status of the situation was. I spoke to a different representative that knew nothing of the situation. This person became argumentative, trying to tell me that they had already paid my property taxes. I explained the entire situation again, and emphasized that my taxes had not been paid, as I still had the erroneous check that I was promised a replacement for. This person said that they now understood, showed no record of previous resolution, and told me that they would submit the request for a new disbursement and it would be be submitted by XX/XX/XXXX. 
I called on XX/XX/XXXX and spoke with XXXX. Once again, I had to explain the entire situation to help him to understand my problem, as there was not a record of the situation. XXXX assured me that he understood and that he would ensure that the order for a new disbursement was submitted by XX/XX/XXXX. I explained to XXXX that my property takes would be due on XX/XX/XXXX, and I was at risk to be delinquent and accrue penalties. He assured me that he understood and that I should submit any late fees/penalties to be incorporated into my escrow. I didn't think I should be responsible for that, but I simply wanted to have this resolved. 
I called on XX/XX/XXXX, to find out the status, as I had not received a corrected check, nor any type of correspondence. I spoke with XXXX, who I had to explain the entire situation to. After my explanation, she told me that a check had been disbursed on XX/XX/XXXX. I expected this to be the resolution that I had been seeking. I had been in contact with the County Treasurer to explain the situation, and they documented all of my information, including correspondence with LoanCare and the erroneous check. I was also told that postal service was very slow and it might take a couple of weeks to receive the proper check. 
On XX/XX/XXXX, I called again, as I had not yet received a corrected check, nor any type of confirmation or status update. I spoke with XXXX. I explained the entire situation again, and she put me on hold to look into it. After several times on hold and her returning to ask additional information, I was connected with XXXX. XXXX explained that she was in the " Escalation Line '' and would like to help me resolve the situation. I explained the entire situation to XXXX and she was very compassionate and explained that she totally understood and empathized with what I was going through. When I asked what explanation there was for the lies previously told to me through promises of resolution, she had no answer, but assured me that she wanted to get this resolved. We discussed the situation to ensure that all of the proper information would be included on the check ... she said she had looked up my property tax information on the county web portal, and I was feeling confident that I was talking with someone that would help me resolve this. XXXX explained that this situation would be escalated to the " Executive Tax Team '' and a correct check would be sent to me through priority overnight mail. She was even so bold to tell me that our conversation was happening early enough in the day that it would possibly be able to be processed the same day, but at the worst it would be addressed the next day ( XX/XX/XXXX ). I asked her if there was any way that I could receive confirmation that this was actually going to happen. She guided me to a spot on the LoanCare website to request notifications of completed tasks. I did this. I also asked how I should follow up, if nothing happens this time ... as it has been four months and six conversations ... each of which told me that it would be resolved. She told me that I could call and request to be transferred to the " Escalation Line ''. 
Today is XX/XX/XXXX, and I have not received a corrected check, and I have not received any notifications. I am now delinquent on my property taxes, for the first time in XXXX years. This situation has never occurred and this is very frustrating to me. 
I pay an amount, above my monthly mortgage payment, to be held to pay my property taxes each year. This money belongs to me, to be disbursed properly. This has not happened, and this company has essentially stolen that money, as there has been no resolution and I still owe the money for my property taxes.

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