Consumer complaint received 2018-03-02
Company: LoanCare, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX - received annual escrow statement with shortage amount and options to pay difference and keep same payment, or have payment increased. I mailed a check with the escrow payment slip. They cashed it on XX/XX/XXXX and incorrectly applied it to my principle. 
XX/XX/XXXX - received my monthly statement, noticed my escrow shortage payment was applied to principle instead of escrow act, called several times throughout the day, left multiple messages, no return call XX/XX/XXXX - called again, no return call, could not get through to a person XX/XX/XXXX - sent email via Customer Service Online Secured Form, received confirmation with reference number XX/XX/XXXX - called again, spoke with XXXX agent XXXX - he said it would be sent to the correct dept and corrected XX/XX/XXXX - received updated statement, still not correct, called repeatedly and unable to speak to a human XX/XX/XXXX - submitted email via Customer Service Online Secured form again, received confirmation with reference number XX/XX/XXXX - called repeatedly, no response and unable to speak with human XX/XX/XXXX - sent email via Customer Service Online Secured Form XX/XX/XXXX - received a second escrow adjustment statement with a new amount, original amount paid still not credited to escrow account, called multiple times, left messages, no return phone call XX/XX/XXXX - sent certified letter detailing all the contacts and requesting Error Resolution Notice under 12.C.FR 1024.35, no response XX/XX/XXXX - filed complaint with XXXX XXXX XXXX  XX/XX/XXXX - mailed a second check for the new escrow shortage amount - original amount paid and not credited back in XX/XX/XXXX XX/XX/XXXX - XXXX XXXX called me back based on XXXX XXXX XXXX   complaint , said she would straighten it all out and send me a letter with my new official payment amount, she informed me my account was not delinquent due to the fact that I was paying the payment amount based on if I paid the escrow shortage and that she would mail me the new payment amount once all the corrections were done. 
XX/XX/XXXX - received letter from XXXX XXXX Mortgage Resolution Unit documenting our conversation and advising she was waiting on the second escrow shortage payment, and once they process that, my new statement will reflect corrected payment amount XX/XX/XXXX - received statement dated XX/XX/XXXX - it shows my XX/XX/XXXX payment received by them on XX/XX/XXXX and applied to my XX/XX/XXXX payment, it also shows the XX/XX/XXXX payment that I mailed in early, received by them on XX/XX/XXXX but they applied it to principle. Called XXXX and left a message. Called every day twice a day and unable to reach XXXX XXXX XX/XX/XXXX - keep getting calls from their collections department to call them, spoke with XXXX Agent # XXXX - she said that I was showing delinquent because XXXX 's changes made it appear as though I had not paid XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX payments. I have never missed a payment. They may have been considered short {$20.00} or so due to the escrow shortage payment I made that was not properly credited to my escrow account ( they applied to principle ). XXXX said she would escalate to her supervisor to straighten it out/ XX/XX/XXXX was date all the reallocations were made that somehow through my account into delinquent XX/XX/XXXX - receive a delinquent notice from them stating they never received my XX/XX/XXXX payment. called and left a message stating that I need this straightened out Please note that I have had this mortgage for many years and have never paid late. It has been sold multiple times during my 18 years in my home and this is the first time I have every had issues. My credit score is  excellent and I have made every payment. I paid the escrow shortages and they credited to the principle, then say I am underpaying on my mortgage. This company is unreachable via phone. They call you and when you answer, it is a voice recording asking you to call them back. This is not them leaving me a message this is when I answer my phone. I try to call back the number and 95 % of the time I have to leave a message. I really hope another mortgage servicer takes over my mortgage. This experience is horrible.

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