Consumer complaint received 2021-04-16
Company: LoanCare, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
-- XXXX XXXX : dunning notices from XXXX started to appear in my mailbox, which I assumed were an error as all my monthly payments are ACH ones from XXXX XXXX checking acct -- XX/XX/XXXX, XXXX XXXX XXXX : XXXX notice appeared and I followed instructions on it to email XXXX -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten no response to my email I called the phone number and selected a callback request to my cell phone number -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten no response to my phone message and call back request, I called XXXX again and finally reached XXXX, who assured me XXXX had not received a payment from us since XXXX ; 20+ minutes later I was transferred to XXXX in Payment Research, who sent me to XXXX , who proposed to put me in touch with a Supervisor, but instead came back telling me I had to submit proof of payments to XXXX with my loan number in the subject line. To try and help me in the future she gave me her extension XXXX. 
-- XX/XX/XXXX, XXXXXXXX XXXX : I sent the email to payment research and included a screenshot of my XXXX XXXX account that showed all ACH payments to XXXX going out on schedule from XXXX to current date, as well as an XLS spreadsheet that showed ALL activity on that account, exported directly from my XXXX dashboard -- XX/XX/XXXX, XXXXXXXX XXXX : having gotten only an auto-response to my email, I called XXXX again and asked for XXXX at XXXX, but XXXX explained that he could not transfer the call there from his phone and instead put me over to a different XXXX in Customer Service, ID number XXXX, who " opened a physical request for research to look into this. '' XXXX also assured me that ticket # XXXX had a completion date of XX/XX/XXXX. 
-- XX/XX/XXXX, XXXX : having gotten no email or phone call from Research by XX/XX/XXXX, I called XXXX and spoke to XXXX, who sent me to Customer Service, where XXXX found a note in the file that said " incorrect email for this loan '' and nothing else ; we agreed it was hard to see how that would preclude a resolution ; XXXX connected me to his supervisor, XXXX, who put me on hold for a good while so she could investigate the situation ; XXXXXXXX XXXX, XXXX said she would call back on my cell phone today. 
-- XX/XX/XXXX XXXX XXXX : a phone call came in on my cell from XXXX... I answered and a recorded message said " please call us back. '' -- XX/XX/XXXX, XXXX XXXX : I called back the XXXX number and eventually spoke to XXXX, who said " it looks like you owe us {$3600.00} are you calling to make a payment? '' I explained that No, I didn't owe them a penny, and could she please transfer me to XXXX in Customer Service ; after a while on hold, XXXX came back to say XXXX was busy now, but would call me back. 

In summary, this whole experience smells like a scam. The phone system and voice prompts are as complex and lengthy as possible, the email addresses do not generate a human reply, and hours upon hours of phone inquiry never result in any action, let alone an explanation or a single person to own the " problem '' and see it through to conclusion. I think XXXX is churning its customer base to try and XXXX extra payments. Few people will dedicate the time and effort I have to combat this XXXX campaign, and, in fact, this is not the first time XXXX has engaged in this kind of high-pressure deception : years ago I went through a similar exercise with them around Escrow amounts, in which our shortfall of a few XXXX dollars was treated like a default that could lead to foreclosure and required literally dozens of hours to straighten out. 

I can't be the only one experiencing this madness.

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