Consumer complaint received 2021-07-06
Company: LoanCare, LLC
State: OR
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a va loan on my home at XXXX XXXX XXXX in XXXX XXXX, serviced by Loancare LLC. 
Loan number XXXX I made all my payments on time and have proof of this in the form of electronic records with payment verification and canceled and cleared checks. ( attached ) In XXXX of XXXX they sent me a notice that I was in default and they were beginning foreclosure. 
I sent them a 'notice of error ' with proof every payment was made on time on XX/XX/21, by certified mail to the executive vice president. ( copy attached ) I have proof that she got it as she signed for it. I got back a letter showing my payment history that was incomprehensible and shows basically that every payment was received ( it is shown on the history ) but it was 'miscredited. ' ( copy attached ). I can't reach anyone who has any idea what the entries mean, what it means for the payments to be 'micredited, ' or where the money went. They say their computers still show the payments have not been made even though their payment history clearly shows I did make them, they got the money, they simply 'micredited it. ' The payment history also shows the account is in forebarance. I never approved of this and I wouldn't have known if it hadn't been on the records. This is a bad mark on my credit and they shouldn't be allowed to say it if it isn't true. 

I have called many times. Their phone reps claim that there is no record of my letter or proof of payment history, which I sent them three times by snail mail and twice by email. I can conform all of this. But they tell me it doesn't matter because they don't have any authority to make any changes even to make it match their own payment history. No one can give me anyone who knows anything. 

As of XX/XX/2121, They are still reporting me as in default on my loan to all three credit reporting agencies, so they have ruined my credit. This is important because I run a XXXX XXXX  and I back my business credit with my personal credit. Because of their reporting, I have been turned down for a critical loan for equipment that my business needs to operate. This is causing extreme hardship for me. 

I have numerous other complaints about the company regarding the way they do business. They have a computer that makes robocalls every hour, all day and all night, but doesn't say anything except give a recorded message to call the company. As soon as their records showed I was late ( even though I wasn't ) they cut off my access to the website so now when I try to log in a get a message the account is frozen and I need to call in. i feel it is extremely dangerous to call the company because they require you to punch in enough informatoin that anyone who is monitoring calls can steal my identity from this information ( including full ssan, address, phone, email, and a large amount of confidential information ). This doens't go to a person, it is just punched in and if you don't do it, it won't let you talk to anyone. This makes it impossible to do anything with the company except by mail and they don't appear to respond to mail correspondence..

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