Consumer complaint received 2020-03-26
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
The first issue I had occurred XX/XX/XXXX. I was previously in default but paid everything up to date on XX/XX/XXXX. At first, I didn't have the full amount asked in the reinstatement quote, so I had to ask for second payment date, which came with a different payment amount. I was told I had to pay the month of XXXX if I needed more time. I agreed, and paid {$4900.00}. A few weeks later, I got a statement in mail saying I owed for XX/XX/XXXX. I called, they told me that yes, I owed for XX/XX/XXXX. I explained to them that it was included in my reinstatement quote. They disagreed, told me to file an inquiry with their payment research department. The payment research is an email. I sent my first email in XX/XX/XXXX. I didn't get a reply until XX/XX/XXXX. The reply was just a payment history. During XX/XX/XXXX-XX/XX/XXXX, I called and spoke to numerous people. Every single person I spoke with gave me a different answer. Here is the list of people I spoke with : XXXX XX/XX/XXXX told me to resend my inquiry to the payment research email. That they have never received my inquiry. 
XXXX-XX/XX/XXXX said she had notes of my inquiries but didn't see a response as to a decision yet. 
XXXX-XX/XX/XXXX told me they finally made a decision, that I would be receiving a call within the week on how I would like my refund. I told her just credit my account for the over payment, she told me it's their process to call to make sure I don't want a check. I waited a few days, no one called. I will say this was the only nice customer service rep. I have ever spoken with through Loan Care. 
XXXX XXXX-Transferred me to a supervisor. I was on hold for over an hour. 
XXXX- ( don't have date ) said I was emailing to the wrong email. I needed to send inquires to XXXX XXXX-XX/XX/XXXX claimed that I wasn't owed a refund as I was paying $ 1000+ in  fees to keep my home out of foreclosure. 
These are just a few of the people I spoke with all of them giving me different run around stories. Not one of them had a similar story, and it should be mentioned that I could never speak to the same person more than once. This was the first issue I had with Loan Care. This issue has never resolved. 

Issue 2 : LoanCare " Lost '' my XXXX and XX/XX/XXXX Payments. I sent them together on XX/XX/XXXX. They were sent Certified mail, asking for a signature. They sent the certified postcard back without a signature. Yet they never applied my payments. I contacted them, one representative told me they would be applied soon. The other representative told me they lost the payment. In fact she told me not to send them Money Orders as they lose them often. I called and found out the Money Orders had not been cashed. I then filed my first complaint against Loan Care with the XXXX XXXX XXXX   on XX/XX/XXXX. Within a week of filing said complaint they were finally cashed. My check was cashed first on XX/XX/XXXX, days later my money orders were cashed. I paid extra here, to put money in my suspense account. I will get to this later but this ends up going missing. 

Issue 3 : I was charged twice for a property inspection. On XX/XX/XXXX and XX/XX/XXXX I was charged {$15.00} for a property inspection. I called and again was told to send to an inquiry to the payment research email. I did this on XX/XX/XXXX ( I have the email and documentation if anything is needed ) I never received a reply to my inquiry. I ask about it every time I call, I have yet to get an answer. 

Issue 4 : My XX/XX/XXXX payment was processed to the wrong back account ( I only have one account so it wasnt an error on my part ) They charged me a bounce check fee as well as a late fee. I again sent them a letter and an email to their dispute center. Also I have a letter from my credit union stating they never took or attempted to take money from my account. I received a letter from XXXX XXXX XXXX dated XX/XX/XXXX, saying they would as a curiosity return my late fee. Ms. XXXX never mentions the bounced check fee. They still have not returned or credited the late fee. They claimed the {$20.00} was waived on XX/XX/XXXX, my statements still say I owe this amount. I have a letter from my credit union ( XXXX ) dated XX/XX/XXXX, stating " There was no attempt to pull the funds any time in XXXX before XX/XX/XXXX. That cleared perfectly fine. Again there was never any denied attempts. '' LoanCare has disregarded this letter. I was charged {$25.00} bounce check fee ( NSF ), and {$20.00} late fee. 

Issue 5 : I had {$200.00} in my escrow account as of XX/XX/XXXX, it was still there in XX/XX/XXXX. Then XX/XX/XXXX, it went down to {$110.00} ( I did not ask or request to use it ), I  paid additional money in XXXX too, that money wasn't added in. ( I would have to do research to find out exactly how much extra I paid ) XX/XX/XXXX it went down to {$89.00} ( again  never asked to use it ) As of XX/XX/XXXX, the entire amount is gone. I have not asked about this yet, I just noticed this last month while on hold trying to resolve other issues. 

Issue 6 : Last month my payment increased by {$75.00}. My insurance went down in cost, my property taxes only went up by {$25.00} for the entire year. When I called to inquire about this, I was told it was because my insurance increased. I immediately contacted my insurance agent to see if this was the case. It was not, my insurance went down {$16.00} for the year. I called Loan Care back, representative XXXX said my property insurance increased by a large amount. I called XXXX XXXX townhall, spoke with the tax assessor 's assistant. She told me, my property taxes only increased by {$25.00} for the entire year. I have since found out they can increase my payment but I will later get a refund. I am very concerned I will NOT get a refund since no one will ever get me a straight story on why things are being done, and when mistakes happen nothing ever gets resolved. I also want to know if they are charging too much by increasing my payment by {$75.00} a month. I feel like that's a big jump. 

Issue 7 : XX/XX/XXXX Loan Care sent me a statement saying I owed an additional {$210.00} in late fees/charges. As of last month the only fees and charges I had was the {$20.00} late fee they said in writing they were waiving, and the {$25.00} bounce check fee I'm still disputing. In XX/XX/XXXX I owed {$45.00} in late fees, now less than a month later I owe {$210.00} in late fees. Of course no explanation provided. 

Issue 8 : They continue to report my on time payments to the credit bureau as late. 

Issue 9 : LoanCare doesn't take my payments out of my account in a timely manner. They say it can take up to 15 days to come out of my account. It usually does take 7-10 days, but this month it took 1 day. I think they can take it out in 1-3 days  but purposely wait hoping it will bounce or something unexpected will come out. I think this month it came out so quickly because they were worried about the Corona Virus nonpayments. 

I posted this information on a XXXX XXXXXXXX XXXX XXXX   site, I'm not the only one with these problems. This is happening to many women/families in our state. This company does not follow the law, does not try to resolve anything. Every month it's something new. Please help.

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