Consumer complaint received 2021-09-25
Company: LoanCare, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I started having issues in XX/XX/XXXX. Loancare sent me a payoff statement with an incorrect amount. After the first cashier check, I did three more attempts to do a payoff but every payment via cashier check or wire transfer had been declined. The amount wasn't applied to my balance and they started to charge me a late fee. I can call 5 times per day and every time get different answers with a promise that everything will be fixed tomorrow. 
After I confirmed with customer service representatives on XX/XX/XXXX the final amount that will satisfy my payoff, I called the bank and arrange the wire transfer I can submit a copy of the bank statement ). My wire transfer has been received the same day and was confirmed by Loancare customer service. I called back the following because hadn't noticed any promised changes on my Loancare account. Cashier check and wire transfer payments were sitting on my mortgage account but never been applied to my balance. Customer service keeps saying the amounts are incorrect. 
Also, auto-draft has been cancelled per Loancare customer service advice because they have received the payoff amount. 
Then, I started getting letter about foreclosure. Customer service told me they never sent me any foreclosure letters and have no idea what I'm talking about, and I have to disregard the XXXX foreclosure letters. So, after several attempts to make a payment, money has never been withdrawn from my account. They keep saying no errors found and they don't know what's going on. I called to foreclosure counsellor and she tried hard but wasn't able to move any further and recommended to file a complaint. 

This is one of the examples calling to Loancare, XX/XX/XXXX. 
Transferred to XXXX with a customer service team Final payments over the phone are not possible and have to be certified or wire and I've already tried both with a payoff quote. 

Payoff amount on payoff quote was in XXXX XXXX XX/XX/XXXX {$450.00} and {$230.00} on XX/XX/XXXX GT XX/XX/XXXX {$350.00} matches the payment received on XX/XX/XXXX and should have been ok. 

XXXX says in his system that it was just a check in the post office box- when it was a wire ( {$15.00} has been paid and shows on my bank statement as a wire transfer ). 

Transferred to and spoke with XXXX - management I explained again to XXXX that this is Loancare 's mistake on how they coded the payment and how do I get past it. She went silent and looked like she was still on the phone for about 7 minutes and then disconnected Called back and spoke with XXXX There are notes on the account regarding payoff and wire She is trying to get XXXX or her supervisor back on the line Spoke with XXXX employee ID # XXXX and explained again XXXX said she has escalated again to a different team that handles unique issues and someone will call in 24-48 hours and XXXX noted the file that it is Loancare 's mistake. 

They've been escalating the issue for the last month dozens of times. I can talk to 4 different people on the same day and get 4 different answers with a promise to call me back tommorow and it never happened.

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