Consumer complaint received 2018-06-29
Company: LoanCare, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I received a loan servicing transfer notification from LoanCare LLC account # XXXX in the middle of XX/XX/XXXX ( letter dated XX/XX/XXXX ). The letter stated that my mortgage would transfer to XXXX XXXX Account # XXXX on XX/XX/XXXX and that LoanCare LLC would stop accepting payments on XX/XX/XXXX. Page 3 of the transfer notification informed that if I was already signed up for auto pay that XXXX XXXX would allow the auto draft to continue. 

On XX/XX/XXXX LoanCare LLC auto-drafted my checking account in the amount of {$2100.00}. 

On XX/XX/XXXX we received a letter from XXXX XXXX stating that the insurance for XXXX XXXX XXXX was expired and that they would acquire force placed insurance unless we provided the proper documentation. My wife called XXXX XXXX to discuss the issue and what to do to fix it. During the conversation with a XXXX Customer Service Rep, my wife learned that the loan documents were transferred from LoanCare LLC on XX/XX/XXXX, but XXXX XXXX had not yet received the transfer of the XX/XX/XXXX {$2100.00} payment from LoanCare LLC ( received at LoanCare on XX/XX/XXXX ). 

On XX/XX/XXXX, I attempted to gather proof that LoanCare LLC received my XX/XX/XXXX mortgage payment on XX/XX/XXXX as my bank had indicated by going to the payment history within my account on their website and the last recorded payment received was for XX/XX/XXXX. 

On XX/XX/XXXX, I called LoanCare LLC, spoke to a customer service rep, requested confirmation that they received my XX/XX/XXXX mortgage payment via receipt, and asked if they had transferred the XX/XX/XXXX Mortgage payment to XXXX XXXX. The customer service rep stated that LoanCare LLC had received my XX/XX/XXXX mortgage payment and had transferred it to XXXX XXXX on XX/XX/XXXX. When I asked her for a document to prove that LoanCare LLC had received my XX/XX/XXXX Mortgage payment, the rep told me that they could not because my account was closed and that my bank account would suffice. She also stated that she could not provide proof of the transfer to me. 

On XX/XX/XXXX I called XXXX XXXX and asked if they could run a query to determine if they had received the XX/XX/XXXX transfer from Loancare LLC. XXXX told me that she would run a query with the finance department to confirm or deny receipt. 

On XX/XX/XXXX, I submitted an e-mail to LoanCare through their portal requesting a receipt for my XX/XX/XXXX Mortgage payment and a receipt for the XX/XX/XXXX transfer. 

On XX/XX/XXXX I submitted an official qualified written request to LoanCare LLC seeking confirmation that my XX/XX/XXXX mortgage payment was received on XX/XX/XXXX and Request official proof or written confirmation of the XX/XX/XXXX transfer of my XX/XX/XXXX mortgage payment from LoanCare LLC account # XXXX to XXXX XXXX Account # XXXX. 

On XX/XX/XXXX I called XXXX XXXX and spoke with XXXX at Customer Service to confirm receipt of payment from LoanCare LLC and XXXX stated she would have to elevate the issue to the finance dept to check on the status. XXXX stated that she would call me back once she heard back from Finance. XXXX called me at XXXX and told me that XXXX XXXX had received the payment for my XX/XX/XXXX mortgage. 

On XX/XX/XXXX, I was notified that my bank account had been drafted on XX/XX/XXXX by XXXX XXXX in the amount of {$2100.00}, which was a huge surprise to me because neither I nor my wife had set up autopay with XXXX XXXX or authorized this transaction. 

On XX/XX/XXXX, I called XXXX XXXX and spoke to XXXX who informed me that my bank account was autodrafted for {$2100.00} on XX/XX/XXXX, that she could not confirm who authorized it, and she also had no record of ever receiving the XX/XX/XXXX transfer from LoanCare LLC. I asked to speak to her supervisor and she placed me on hold. After returning, she informed that her supervisor was speaking to the finance department and would call me back. So far ( 5+ hours ) no call back. 

On XX/XX/XXXX, I called LoanCare LLC and spoke to XXXX. She informed that Loancare LLC wrote a check to XXXX XXXX and sent it to them on XX/XX/XXXX. XXXX could not provide proof of the transfer so I requested to speak to her supervisor. She placed me on hold and returned and told me that her supervisor, XXXX, sent an e-mail to the LoanCare LLC finance department to request confirmation that {$2100.00} was sent to XXXX XXXX on XX/XX/XXXX. 

In summary, in the month of XX/XX/XXXX, my banking account has been drafted twice, once authorized on XX/XX/XXXX by LoanCare LLC for {$2100.00}, once not authorized by XXXX XXXX on XX/XX/XXXX for {$2100.00}. One of these payments is unaccounted for apart from LoanCare LLC 's verbal assurances. Attempts to gather proof from LoanCare LLC for a document to prove receipt of my XX/XX/XXXX mortgage payment and proof of the transfer/or check to XXXX XXXX have thus far been unsuccessful.

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