Consumer complaint received 2021-11-02
Company: LoanCare, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
This began in XXXX of this year when I missed a payment with my mortgage through the company named Loancare. I attempted to maintain some sort of payment on the account and paid {$1200.00} on XX/XX/XXXX. I found out today that the {$1200.00} did not go towards anything and that it was sitting in a surplus... 

In an attempt to maintain monthly payments, I paid {$1400.00} on XX/XX/XXXX that was not applied to any balance. Each of these payments were paid over the phone with live agents who neglected to tell me that these payments were null in being applied to my balance. 

I paid a full month 's payment on XX/XX/XXXX and a {$3500.00} payment on XXXX XXXX. I spoke to an agent on the phone at that time and have several questions about why I was receiving correspondence via mail about preventing foreclosure and she let me know that their company had made a lot of mistakes regarding the management of my escrow and where funds where going. She stated that after my {$3500.00} payment that I actually had a surplus payment to be added to other payments in the amount of {$390.00}. Confirmation number of that payment is XXXX. 

On XX/XX/XXXX, I made my monthly payment of {$1600.00} with the confirmation number of XXXX. During this phone call, the agent also expressed that I would be current in payment. I did stop receiving correspondence via mail about foreclosure and thought I was out of default. 

Yesterday, I utilized their new app to make a payment and it stated that I was a month behind in payment. I called Loancare by phone in an attempt to hear why I was now again behind in payment as was unable to get through due to wait time. With budgeting, I was going to be behind with a two-month payment. Today, my mortgage payment was applied through bill pay and has left my current bank account in the negative due to where all of my prior payments were going and not knowing I had over {$1100.00} in my surplus. Today, the first agent I spoke to said that I was indeed behind one month in payment and another payment of {$170.00} would be needed as a backlog as well. I stated that I could not make the monthly and extra payment at this time. She let me know that I could receive a refund of my payment along with a refund of the surplus money. Her exact words were that the check would ship by XX/XX/XXXX. I hung up the call with that understanding but knew I would not be able to make it to that long. 

I called Loancare customer service back 2 more times in which the phone was hung up on me each time. 

I called back a fourth time and requested a supervisor named XXXX. I spoke to him about my situation in which he gave me DIFFERENT information in that the check would take up to 5 business days to process and THEN would be shipped. He said that there was a potential that it could be overnighted but he wasn't sure.

Please note that speaking with 4 Loancare agents in the past 3 months, I have received 4 different messages. It is frustrating because this has a large impact on my finances and ability to provide for myself and my family. 

Currently, I am in a situation of financial difficulty with no resolution. Please help with next steps. I would prefer to use a different loan provider moving forward if possible.

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