Consumer complaint received 2021-04-06
Company: LoanCare, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My nightmare with LoanCare AKA XXXX XXXX XXXX XXXX began when I started receiving suspicious payoff emails that did not add up for the payoff amount it was showing in which I questioned. The interest was {$300.00} higher than the amount left on the life of my loan. Who wants to pay more to payoff early? I do not have any prepayment penalties therefore I will wait until I near the end of my loan which is my right to do so. Mysteriously, the website changed after I summitted a XXXX complaint ( Made under the XXXX name ) that mentions the suspicious payoff emails and now I can no longer view my amortization table which is how I added up the amount of interest in the first place that is left on my loan. It now says " Please see your original loan contract for amortization table '' OK whatever, so Instead of doing a payoff, I decided to make a lump sum payment on my second mortgage is mid XXXX. Weeks went by and the money was never taken out of my bank so I started calling. ( I did use an account that I had not used before for my initial payment ) After hours and day after day of calling and being hung up on someone finally told me that they were unable to pull from my bank for some reason. A few days later, I log into myloancare and payments that had been previously applied somehow, even though money was never transferred were listed under my payment history as " Badcheckreversals '' Once it was clear the funds did not go through, I then resubmitted my 6 payments ( Max aloud on the website ) with a principal only payment included from the bank account I have always used bringing my new due date to XXXX. At this time, my payment was not due until XXXX when I resubmitted the 6 payments on XXXX This is when the scam starts. My 6 payments were then misapplied into 1 payment ( Not the 6 that I made ) with the rest put onto principal. My due date was now showing XX/XX/XXXX I did the math with what they did and also noticed that over {$60.00} was missing which was later applied as an additional payment only after I said something. Now the website was showing a new due date of XX/XX/XXXX which is still incorrect. 
I needed my 6 payments applied for 6 months for a reason! When I called, I talked to many representatives that claimed each time, that they needed to open a " Request '' to get my payments applied correctly. This has been going on for over a month. Nothing was EVER done from not one of those phone calls even though each one of them assured me that it would. ( This is a delay tactic ) Upon further investigation and suspicion on the motives this company may have and after reading the outrageously high volume of complaints all over that internet, I decided to check my main mortgage account, only to find out that in XXXX when they purchased my loan, they illegally distributed money to themselves from my escrow account! I still have not received any explanation on this matter either. 
I continue to call day after day, nothing ever gets done about my misapplied payments even though they continue to say that is was being looked into, I then decided it was time to make a complaint to the XXXX  Only after this is when I received a response which sounded promising on soon to be action on fixing my misapplied payments. I have been emailing back and forth with someone from XXXX who said the escalation team at LoanCare is working on it and that it will take 5 to 7 days. Ok, so now I wait and wait. Logging into my account constantly waiting for it to be fixed, still nothing. Now on XX/XX/XXXX an entire month later, I log into myloancare and now my due date says XX/XX/XXXX SURPRISE!!!! It is now reflecting as late!!!! I have never missed a payment and have had excellent credit since XXXX!!!! Under my payment history all the misapplied payments are now saying " Misapplications Reversal '' Ok, great right? Nope! Where is my money that I paid?!?!?! Why were my 6 payments not reapplied correctly at the exact same time as the reversals to correct the problem??? 
I immediately emailed who I am speaking with at XXXX on XX/XX/XXXX and once again she tells me that the matter is being handled and that I will be notified when it is fixed. ( When, in another month? ) I am already getting ready for the fight with myloancare for the fact that I am pretty positive on the XXXX ( which is when they report to the credit bureau ) that this issue is not going to be resolved and that they are going to wrongfully report me as late even though I am not since they currently have my 6 payments that i made on XX/XX/XXXX. 

I know myself and many others bust our rear to build credit and even more to maintain it and I will not allow someone to try and destroy my credit based on their own error which is more likely a SCAM to try and steal homes!!! I have read many reviews and they are scary! Some people even mention them sending people to their houses claiming that they are in foreclosure!! When you make your payments on time, this should never happen!!!! Not even by accident!!! 
So here I am thinking what else can I do to prevent this company from the harm they are trying to create. Are they trying to steal my home that I have busted my rear for that began when I was a single mother!!!! 

Since I had made 6 payments on XX/XX/XXXX, my actual current due date is not until XX/XX/XXXX but since my issue has not been resolved yet and the website is saying that my payment is due on XX/XX/XXXX, I decided to log into myloancare today XXXX to try and take matters into my own hands by making a 7th payment ( which I should not have to do ) to ensure they will not attempt any WRONFUL REPORTING!!! Or worse, let time go by and start sending me foreclosure letters even though they have my money for 6 payments already!! Wait for it ... .. HERE IS THE KICKER!!!!!! After logging in, I clicked on " make a one time payment '' OK, now it says " The online payment system is currently unavailable '' Excuse me!?!?!?!?!?! what do you mean I can not make a payment!?!?!?!?!?! There is a message that says it is most likely due to having a pending payment, and to check pending payments click on the pending payments tile to view those payments. I clicked on it and guess what?? nothing!!!! 
The XXXX is right around the corner and I am writing this review before hand as proof for what I already see coming. 

Next I will be contacting the Attorney General and possibly a private attorney if needed. NOBODY should EVER have to spend this much time and energy on a problem that I know can be fixed immediately and they chose to just delay delay delay. They want to hurt your credit, they want to delay action so time can go by and they can attempt to foreclose on you, this is called PREDETORY LOAN SERVICING!!! which is all FRAUD!!! This has caused me so much stress over this past month which is not healthy at all!!!

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