Consumer complaint received 2019-02-23
Company: LoanCare, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern, I am sending this email to document and make the CFPB aware of LoanCare being in violation of my rights and committing unjust actions. 

At the beginning of XX/XX/XXXX my County mailed me a notice informing me property taxes decreased by {$480.00}, and still to this day LoneCare is refusing to adjust my mortgage and currently charging me an extra {$480.00} for the entire year of XX/XX/XXXX and now for the begin 2 months of XX/XX/XXXX. When I received a new tax statement in the mail over 1 year ago informing me of my new tax obligations, I immediately contacted LoneCare, who refused to accept a copy of my documentation, and in fact I was told by your Company Representative, " I'm sorry but we have to charge you the amount that's in our system, not by the amount on the statement received from the County 's District Appraisal. '' I don't quite understand why LoneCare refused to accept my new documentation, but I am aware that their actions were and still are extremely unprofessional, negligent, and unjust. Also, as a paying consumer I confidently believe that at the very least my consumer rights were violated, therefore, LoneCare is in possible Breach of Contract and must be held accountable. For not only refusing to adjust my mortgage laterally according to my County 's Appraisal District, but also for then preceding on to increase my monthly payments by approximately $ XXXX/month. In which, then took it from $ XXXX/month to $ XXXX/month, with  claims that my escrow account balance was over Negative {$3000.00} a $ XXXX/annual increase of my Homeowners Insurance policy, I had acquired over the year prior. ( Yes, I changed policies during my renewal date, & I also put down {$800.00} of the {$1300.00} ), I knew It was a scam, but since they had waited so long I couldn't prove it, and with a escrow account there's so much money everywhere, it's easy to get confused on what money is going where and for which year the payment covers. But over time periodically tracking my account and the money they claimed I owed them, I was able to catch on to what they were doing to me. 

As my mortgage servicer how could you let me escrow balance get this far in the negative without necessary making adjustments in a timely matter, that would allow the consumer to effectively transition to the new increased homeowners insurance policy. However, LoneCare did not Act In Good Faith and they didn't give my family time to adjust to the new insurance increase, instead they continued to charge me at the same rate for months and months, causing my family to literally overnight have to go from paying $ XXXX/month to $ XXXX/month, ( for 1 year ) while still over charging us $ XXXX/yr for our taxes and paying the County Tax Appraisal $ XXXX/yr inl! As if they are trying to make us have to foreclose. Immediately after receiving this outrageous adjustment I contacted LoneCare, who assured me that their calculations were correct and that I owed them over {$3000.00}. They then agreed to allow us to pay $ XXXX/month for 2 years in order to meet their expectations. 

Now here we are 1 year later, and I am still be charged the same $ XXXX/yr tax rate, and they're still insisting that I owe them money, so now that I have paid the entire " negative '' escrow balance, after submitting a {$1700.00} payment toward my escrow account that already had a balance of {$1200.00}, it turned into {$3000.00}, and it's only XX/XX/XXXX. After, paying the remaining " negative escrow balance, '' they only agreed to decrease my monthly escrow payment by {$120.00}, which took it from $ XXXX/month to $ XXXX/month X 10 months remaining= {$3600.00} more in addition to the {$3000.00} current balance. In conclusion, LoneCare will have collected a total of {$6600.00} " Escrow '' money from me over the course of 1-year, to cover my annual escrowed bill balance of {$3200.00}. This is less than half the amount that's LoneCare plans to take from me in XX/XX/XXXX. So basically LoanCare steals from me and I am responsible for replacing the stolen payments, while continually paying pre-established payments? 

These actions are not only negligent, they are unlawful, and causing my family of XXXX to struggle for an entire year is unjust. LoneCare refused and ignored and is still ignoring my request for a tax reassessment, while over charging severely unlawfully overcharging me.

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