Consumer complaint received 2018-01-03
Company: LoanCare, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX our mortgage company withdrew our payment of $XXXX.  On XX/XX/XXXX our mortgage company contacted us indicating that they had not received a payment and that our loan was in default (our bank confirmed with us that the mortgage company did receive payment, they also indicated to us that the company had twice after on XX/XX/XXXX and XX/XX/XXXX tried to deduct the $XXXX causing our account to be overdrawn each time, until the overdraw was put back in our account).  During that week we made several phone calls to our mortgage company, some were returned, some were not.  Finally on XX/XX/XXXX  after we had again advised them that we had, in fact, made our mortgage payment and were told to fax a copy of our bank statement showing payment was made.  On XX/XX/XXXX at XXXX we faxed a copy of our bank statement showing that the company had withdrawn the money on XX/XX/XXXX (and received a transmission verification report), we were told it would take 24 hours to be processed.  On XX/XX/XXXX and XX/XX/XXXX we contacted our mortgage company and each time were told that they did not receive the fax.  We were told to email them a copy instead, therefore getting a ticket number which would indicate that they received the information.  On XX/XX/XXXX at approximately XXXX our bank branch manager emailed the mortgage company a copy of our bank statement showing the payment was withdrawn.  At XXXX that same day he received a ticket number back indicating that the email was received by the company.  OnXX/XX/XXXX we called the company for two reasons 1) to make our next mortgage payment and 2) to make sure they updated our mortgage information to show the previous payment was withdrawn.  We were told that we could NOT make a mortgage payment as we had missed our last payment and were in default of our agreement.  The only way we could make a payment is by making the current and "past due" payment immediately.  We refused stating that we would pay the current payment, however that we had submitted, via fax and email, proof of payment.  We were told that they did not see any fax received from us, even when we had verification the fax was transmitted and that the email they received was unable to be open since it was sent from our bank (encrypted).  At no time after they received the email did the company try to contact us or our bank manager to advise they were unable to open the information.  We were told to email an unencrypted copy of our bank information from our personal email.  Although we were uncomfortable doing this, we emailed our company the bank statement on XX/XX/XXXX at XXXX and received a ticket number indicating they received the email at XXXX.  On Saturday, XX/XX/XXXX a man was observed taking photographs of our house.  When he was confronted he indicated he was a field surveyor sent by our loan company and had taped a letter from them to our garage door indicating that we were in default on our loan and were in danger of foreclosure.  Also while being asked what he was doing the man stated "if you look on XXXX XXXX XXXX your home is already on there and they didn't need to ask your permission either".  At no time did we state he needed our permission, just that we wanted to know who he was and what he was doing and that it had frightened us to see a stranger taking photos of the house.  On XX/XX/XXXX we again contacted our mortgage company regarding this and were told we needed to provide proof that the money had been taken out of our account, when advised that we had already emailed that and provided the ticket number we were told the only way to rectify this was to now go to our bank and call them (the mortgage company) back while at the bank so they can confirm the information.  At approximately XXXX once the bank had opened we sat down with our branch manger and called the mortgage company.  We were placed on hold until a recording came on to leave a number where we could be reached for them to call back (no option to continue to hold).  Our branch manger left his number and indicated to us that as soon as he hears back from them we will hear from him.  At the close of business today, he had not heard back.  On XX/XX/XXXX at XXXX   we also emailed the mortgage company again with our entire withdrawal statement for the entire month of XXXX, again showing the withdrawal of XXXX on XX/XX/XXXX and at XXXX XXXX received another ticket number.  Also on XX/XX/XXXX we received a letter in the mail indicating that we were now in default on our loan and that if we did not make payment of XXXX by XX/XX/XXXX that the entire remaining balance of our mortgage would be due, in full, immediately and we would lose our home.  More often than not when we try to reach the mortgage company by phone we are unable to get through, either we are on hold so long that we reach a recording, like we did while sitting with our bank on XX/XX/XXXX, that due to a high call volume we need to leave a number where we can be reached at for a call back with no option to continue to hold for someone; or we get a recording stating that if we are hearing this recording during normal business hours of XXXX-XXXX eastern, they apologize, if we are hearing this recording outside of those hours, to call back during business hours then the call disconnects, no option to talk to anyone, leave a message, or leave a number just a short terse message and a disconnect.

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