Consumer complaint received 2019-05-08
Company: LoanCare, LLC
State: MD
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I sent the following letter on XX/XX/XXXX to Loan Care, a XXXX XXXX XXXX, located in XXXX XXXX, XXXX. We also resent this letter days letter to a few other locations in the company. I have heard nothing back to date. 

I am writing to request a correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX. Our mortgage was sold to Loan Care by the XXXX XXXX effective XX/XX/XXXX. My XXXX payment was forwarded to Loan Care as I had an autodraft set up with the XXXX XXXX. We moved temporarily to XXXX at the end of XXXX. Our first class mail was being forwarded by a friend and neighbor. 
On XX/XX/XXXX I spoke to XXXX in your customer service department. At that time I paid the mortgage for XXXX. At the same time I set up an autodraft to have XXXX payment and all future payments taken out on the XXXX of each month thereafter. I assumed that my payment for XXXX was credited to our account and that XXXX payment was successfully paid. 
On XX/XX/XXXX your company contacted my husband to verify his phone number ; however, your company did not mention that the XXXX payment ( autodraft ) had not gone through. I can guarantee if my husband had been informed of the problem, he would have paid the mortgage over the phone that day. 
On XX/XX/XXXX my husband noticed a 70 point drop in our credit score according to XXXX XXXX. I called Loan Care customer service and spoke to XXXX that day. That was a Thursday. She said that there was a problem with the bank information that I gave to XXXX and that the payment for XXXX and XXXX was not paid. I made both payments out of the aforementioned account that day. XXXX informed me that your company would have to listen to my original phone conversation with XXXX to see who was at fault. If your company was at fault, our credit score could be cleared up within 24 hours. I talked to ( XXXX ), a supervisor on Friday. He said it would take until Monday to resolve. 
On Monday, XX/XX/XXXX I spoke to XXXX and was told that a review was scheduled for Thursday. I should call back on Friday, the XXXX. However, we did not choose to wait another day as our credit score depends on this being resolved. We are XXXX years old, wanting to buy a house for our retirement. On Tuesday ( XX/XX/XXXX ) we got XXXX on the phone. My husband insisted we talk to a supervisor. XXXX spoke to us for well over an hour. She told us our review had been cancelled because ( XXXX ) had put in the request for review incorrectly. XXXX  assured us that she would review the initial phone call and get back to us by the next day. XXXX, our first agent told us the same thing. 
Pleasantly surprised I received a call from XXXX ( XX/XX/XXXX ). XXXX said the routing number or account number that I gave to XXXX  was missing a number ; therefore, your company was not responsible for our late payment ; and thus, our adverse credit report. I disagree, since you folks are supposed to be the professional loan managers, XXXX should have noticed that there were only 9 routing numbers at the time that we gave the numbers to her. I had a XXXX 14 years ago and sometimes have problems with numbers. When it became apparent that there was a problem with the routing numbers why did you folks not call us immediately and send written notification to our mailing address? Why did we not receive voice messages or letters from your company? In addition, we have not been given the opportunity to listen to the recorded call, nor have we received an official transcript of the call. 
We called again on XX/XX/XXXX and spoke to XXXX ( supervisor ). We were told to write a formal request for inquiry about an error in Loan Cares processing of our autodraft request. I believe that your company is responsible for this error and I hope that you will clear our credit report. There was no intent or knowledge of us not paying until my husband noticed that XXXX XXXX had notified him of our credit report number dropping 70 points. We would greatly appreciate your immediate attention to this matter. The dropping of your credit by 70 points will destroy our opportunity to purchase a home and retire to XXXX. 

Credit Bureau Error : Please correct our late payment notification to all of the credit bureaus for 30 late payment for the month of XXXX, XXXX Thank you for your immediate consideration! 

Sincerely, 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