Consumer complaint received 2020-12-11
Company: LoanCare, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX & XX/XX/XXXX First notices from the local school district tax office and county tax office that our XXXX real estate/school taxes were not paid. This was news to us since we put money into an escrow account to pay them and then send them the bill in the summer. We did not have any issues from XXXX but our mortgage loan servicer has changed numerous times. 

XX/XX/XXXX First contacted the school district tax office to inquire about our notices. First contacted the mortgage company to inquire about the tax notice from the school district. Company began " investigation '' into locating a check sent from our escrow account for the incorrect amount of {$1700.00} to an outdated tax address. Company told us they needed to wait to cut a new check until the old one was found. We gave the company the new tax address and new total amount due as of as of XX/XX/XXXX for {$2200.00}. 

XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Now-delinquent XXXX real estate tax bill for {$3500.00} ( interest and fees accrued ) gets transferred to XXXX County Tax Claim Bureau who sends us a bill. We call the company and attempt to send them the bill via secure online email form. 

XX/XX/XXXX Notice of Return and Claim sent to us for {$3600.00} in unpaid XXXX real estate taxes. Company has us overnight mail copies of all tax correspondence to their office. Letter included listing all actions taken up to this point with correct tax address and recent bill amount. Phone call reveals that our escrow funds are being used to pay a bill with an incorrect Parcel Number. 

XX/XX/XXXX We received an email that we had an escrow dispersal for the same incorrect amount of {$1700.00} that was made last year. 

XX/XX/XXXX Tax sale canceled per court order but bill now {$3700.00} and still unpaid. Call to the company requires us to get on the phone on the other line to the XXXX County Tax Claim Bureau to figure out the total owed and where to send it. 

XX/XX/XXXX We received a check for over {$740.00} labeled " disbursement clearing '' ( I guess the extra money they were charging us for escrow this year ). 

XX/XX/XXXX I looked up my property on the Tax Claim Bureau website and see that the XXXX taxes are still unpaid despite many phone calls, emails and letters to the company. In the meantime, we received a notice that XXXX taxes are also now unpaid for the amount of {$2200.00}. 

Even during Covid, we did not stop paying our mortgage and therefore putting money in the escrow accounts needed to pay these bills. There is absolutely no reason these bills should not have been paid in full and on time. We have given the company all the information they needed and more to correct their errors and we are still receiving notices that nothing has been fixed. We really do not want to lose our home to a company that can not communicate with their customers or fix their mistakes.

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