Consumer complaint received 2020-10-14
Company: LoanCare, LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2020 certified check number XXXX was mailed to XXXX XXXX in the amount of XXXX. {$1300.00} was to be applied to our monthly invoice and the additional {$400.00} was to be applied to the principle. On XX/XX/XXXX this check was cashed by XXXX XXXX in the amount of {$1100.00}, {$600.00} less than what the amount of the check was issued. We were not aware of this until we received a collection call from XXXX XXXX. We were told to enter an inquiry via XXXX. Our first inquiry was submitted on XX/XX/XXXX at XXXX. The ticket number I was assigned was XXXX. Due to this being a certified check I attached a copy of the receipt showing the amount of {$1700.00}. I called XXXX XXXX on XX/XX/XXXX to get a status update and was told ticket number XXXX had been closed and I needed to wait until XX/XX/XXXX for the investigation to be completed. I called again on XX/XX/XXXX because I received another collection call. I was told by your representative I needed to enter another inquiry because the first ticket number XXXX had been closed. I entered a second inquiry and was assigned ticket number XXXX. I called again on XX/XX/XXXX to check on the status of the second ticket only to be told a copy of the receipt was not sufficient. A front and back copy of the cashed check would have to be submitted before the process could go any further. I immediately went to my bank who provided this information. It clearly showed that the error was made by XXXX XXXX. I immediately submitted another inquiry and included a copy of the front and back of the check and was assigned a third ticket number XXXX. On XX/XX/XXXX I still heard nothing from your company. I called again and spoke with a gentleman who advised me that he was unable to locate ticket number XXXX and I should submit this information via email to XXXXXXXX. Very frustrated I sent an email with all the details and attached the copy of the front and back of the check. I called back that evening and spoke with another representative to verify the email was received and she confirmed it was. The representative also advised to wait until XX/XX/XXXX for resolution. I explained I unable to wait this long because my XXXX invoice would be late and I need this resolved today. I was transferred to a supervisor. The supervisor I spoke with advised me this was escalated up as high as possible for a quick resolution. It is now XX/XX/XXXX and when I checked the status of my account online it is still showing 30 days past due. I called and spoke with a another representative who advised she saw the {$600.00} had been applied to the account and hopefully by XX/XX/XXXX my account will be in good standing when I check the status online. On top of the missing {$600.00} I was advised my account had been reported to the credit bureaus. I asked the representative since this was no fault on my side if she was going to have my account removed and she explained this would be up to me to submit a written request. So here is the written request. PLEASE REMOVE my name and account from the credit bureau as being past due on the XXXX invoice due to the issue created by your bank XXXX XXXX. 

Your representatives were always courteous and polite but your business processes are not customer service friendly. I dont understand when there is a customer who makes payments every month in full on time and there is an issue why you wouldnt have attempted to assist with resolving the issue. You could have easily contacted XXXX XXXX for a copy of this check instead of making us drive to our bank to get a copy. Once you reviewed the check and saw the error was made on your side it should be up to your company to contact the credit bureau and have my account removed not inconvenience the customer to submit another inquiry and go through this process once again.

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