Consumer complaint received 2019-08-06
Company: LoanCare, LLC
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On or about XXXX of XXXX, mortgage company 'XXXX ' sent me a customary escrow shortage letter with options for paymentI always choose to pay the entire shortage. The amount indicated was $ XXXX. During this time period, *XXXX had apparently filed Chapter XXXX bankruptcy and was being taken over by 'LoanCare '. With this in mind, I telephoned LoanCare to make sure that my escrow shortage payment would be received and processed at the correct location/address for payment processing. Upon scheduling my escrow shortage, I indicated the following on the online bill pay memo field : " ESCROW shortage per XXXX ''. ( LOANCARE received my escrow shortage on XX/XX/XXXX per XXXX XXXX confirmation records. ) I received my first 'monthly statement ' ( statement date XX/XX/XXXX ) from a company called *XXXX ( contracted by LoanCare ) indicating my usual monthly mortgage amount of {$710.00} to be paid by XX/XX/XXXX. The XXXX pymt. of {$710.00} is confirmed to have been received XX/XX/XXXX per XXXX XXXX confirmation records. 

My second monthly statement dated XX/XX/XXXX from XXXX reflected a higher mortgage of {$720.00} due by XX/XX/XXXX. I remained consistent with my past monthly payments and paid {$710.00} since LoanCare or XXXX had not notified me of any change to my monthly mortgage due to property, homeowner insurance or county tax issues. During XXXX, I received correspondence from LoanCare ( not XXXX ) labeled, 'Annual Escrow Account Disclosure Statement ' with their statement date of XX/XX/XXXX indicating a $ XXXX shortage contrary to XXXX XXXX amount ; and that the new mortgage payment was {$720.00}. Now, I was both confused and frustrated. 

ON : XX/XX/XXXX XXXX ( PDT ) XXXX..choosing escrow dept. option, I spoke with XXXX, yet she transferred me out of her department to XXXX ( spelling? ) who told me " will send a request to the escrow department '' because I had paid the original escrow shortage, they had applied it to the principle and if my XXXX statement did not reflect my customary {$710.00} mortgage payment amount, I should call back. 

ON : XX/XX/XXXX at XXXX ( PDT ), I called XXXX XXXX and spoke with XXXX  asked her to refer to their records of my ph/call on XX/XX/XXXX about the two different mortgage amount/statements and it was then discovered that the designated escrow money I paid in XXXX had not been applied to my escrow shortage account. ( Regretfully, I can't find my XX/XX/XXXX notes, yet his date is referenced in my notes for our XX/XX/XXXX conversation. ) XXXX told me she " will put in a request to move that money to the escrow accountdoing it now ''. She said : " It should be reflected by XX/XX/XXXX. '' ON : XX/XX/XXXX at XXXX ( PDT ), I called XXXX responding to the latest statement that still reflected the wrong monthly mortgage amount. Per XXXX ( or XXXX? ), XXXX had submitted the request to move my escrow shortage payment to the correct account. I asked to speak with a supervisor. It is at this point, I thought I was on hold to be transferred. Yet, I waited on the phone from XXXX - XXXX with no sounds or beepswondering if I was truly on hold. I decided to hang up and immediately call back. 
ON : XX/XX/XXXX at XXXX ( PDT ) I spoke with XXXX of XXXX at XXXX briefly explained my need to speak with a supervisor. This time, I was placed on hold but at XXXX, their system disconnected me. ***I then called you/CFPB to file a complaint and spoke with XXXX  ( XXXX PDT ) who basically said it was more efficient for me to file a complaint online. 

ON : XX/XX/XXXX XXXX ( PDT ) I again called XXXX and I spoke with XXXX . I briefly explained my total experience with this unresolved problem. [ Different statement amounts ; posting error ; 5 different customer service reps ; more than 5 phone calls in total to XXXX, XXXX and LoanCare ; not being allowed to speak with a higher authority/supervisor ; a disconnect ; not placing me on hold ; and what appears to be an inept organization that doesn't care to resolve my issue in a timely manner. ] XXXX said that XXXX ( from the day before ) had contacted a supervisor and that an email has been sent to me regarding my problem. She said " ..expect a resolution within 3 days.. '' I checked my computer and I had indeed received an email dated XX/XX/XXXX. It was a form letter without any contact number or supervisor 's name and it stated " We will contact you by phone within ( 3 ) three business days to update you on the status of your request. 

As of today, XX/XX/XXXX, I have not received any phone call from XXXX or LoanCare. There are no voicemail messages on either my landline ( XXXX ) or my cell ( XXXX ) nor have I received an additional email. If they attempted to call me, they did not bother to leave a message. 

I am requesting the following from XXXX and/or LoanCare : 1 ) A acknowledgement of their error and the resolution from LoanCare/XXXX in 'WRITTEN ' form. 
2 ) I am requesting an audit by the above company and an acknowledgement in writing that they will perform such an audit beginning from the time of coordination/transfer from XXXX to LoanCare and to also send me the results of that audit. 
3 ) An immediate phone call by an administratave person of XXXX/LoanCare stating the above will be conducted as soon as possible. 
4 ) The names of the Board of Directors for LoanCare and/or XXXX and address at which I can mail my experience. 

This is my first home. I've lived here 29 years and have NEVER been treated unprofessionally by the prior mortgage companies. If my issue has not been resolved as soon as possible and they have not contacted me by phone AND mail, I will next contact the Nevada State Atty General, or the State of Nevada Regulatory Agency or any other appropriate government agency that can assist me. Finally, as a last resort, I will retain an attorney and sue them for the egregious amount of my time and substantial stress in attempting to get all of this resolved. 

Sincerely, XXXX ( XXXX ) XXXX XXXX

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