Consumer complaint received 2017-07-10
Company: LoanCare, LLC
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Previous, inadequately answered, loan servicing complaint : XXXX Per yourXX/XX/XXXX response : LoanCare began sub-servicing your mortgage loan onXX/XX/XXXX. The enclosed welcome letter notifying you of the transfer was sent to the mailing address on file, which was designated as follows : XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX While that address is indeed correct Im certain you received my email & phone contact information from XXXX as well. First, I was at my PA home from XX/XX/XXXX thru XX/XX/XXXX. Further, you must realize that I, as with countless others Im sure, do virtually all my account monitoring and bill paying electronically and receive nothing of importance via USPS. Additionally, in an average week, I receive a half dozen or more credit card & mortgage refinance offers ( from a variety of companies [ ironically XXXX as well ] ) mixed with the considerable other junk mail. So anything you may have sent would have scantly been noticed. The name LoanCare would have meant nothing to me and would have quickly been added to my recycling can without ever making it to my home from my roadside mailbox. Also in your previous correspondence you indicated : We received payments from your prior sub-servicer XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX andXX/XX/XXXX. These were applied as your XXXX and XXXX mortgage payments, respectively. We have not received any further payments from XXXX. Those likely were my XXXX & XXXX XXXX payments but XXXX continues to have, in their possession, my XX/XX/XXXX & XX/XX/XXXX payments that I provided evidence of to you in mid to late XX/XX/XXXX. I have no checks from XXXX, nor should I. To be clear, my obligation under this loan agreement is to pay the mortgage on a monthly basis ; an obligation I have, and continue to fulfill. My responsibility is not to service the loan during its 5 in 9 years transfers/sales. That would be yours and XXXX job. Also, please keep in mind that the only reason I even know LoanCare exists is because you hired a Home Occupancy ( pre-foreclosure ) inspector to trespass on my property. Though they never actually knocked at my front door or attempted to make personal contact. As a result, Im not precisely sure how they determined my home was occupied. Instead they left the attached, hanging on the door of one of my outbuildings, that quite by accident, I discovered just prior to my call to you in XX/XX/XXXX. It was this group of calls that provided all my payment evidence that LoanCare had for 4 months untilXX/XX/XXXX. Not certain why it took this long for you, despite my monthly follow-ups, to tell me inXX/XX/XXXX that it was now my responsibility to recover the funds from XXXX. I repeat that I only pay this loan ; I do not service it. As for the accuracy of your credit reporting and the XXXX XXXX you are incorrect. I paid my mortgage as required under the terms of the loan contract throughout XXXX ; now in XXXX. Credit reporting must reflect that. And while creation of XXXX to reflect when YOU received payments may well keep your ledger & bookkeeping accurate, it does not mine. I deduct mortgage interest from my taxes in the year ( XXXX ) that the funds were paid and left my possession ( XXXX ). So to close, please correct the above mentioned servicing failures immediately. Additionally, respond in writing that you understand that I have stated ( verbally & in writing ) that I do not authorize you to record any of my phone conversations with LoanCare. Further, that any added costs to pay my mortgage online & electronically on your site until XXXX on the XXXX of each month are not authorized by our mortgage contract and will not be charged. My loan originated with no such charges and no language in the contract permits changes to those terms of the loan as it sold/transferred over time. Finally, end the daily, harassing, dunning calls until the referenced servicing failure is resolved. Ive made this request on several occasions verbally and now in writing. Thank you for your kind attention.

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