Consumer complaint received 2019-09-19
Company: LoanCare, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I believe Loancare , LLC is committing mortgage fraud and accusing me of defaulting on my loan. In fact, I have been paying the full amount owed, on time. 

In XX/XX/2019, my monthly mortgage payment increased in order to replenish my escrow account which was depleted due to tax payment. I didn't realize it had increased because that notice came in the exactly same envelope that my monthly statements come in, and I had just assumed my monthly amount was the same. It wasn't until XX/XX/XXXX that I realized the problem, after they started calling me daily using an automated message and sent me several threatening pre-foreclosure notices. I found the old letter regarding the increase to my payment amount which said that I could pay my escrow shortage in a lump sum which would increase my monthly payment from {$2000.00} to {$2000.00} or I could not pay the lump sum which would increase my monthly payment to {$2100.00}. I decided to take the first option. I immediately took steps to resolve this issue. 

I calculated the amount I owed Loancare because I had been underpaid my XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments ; on XX/XX/XXXX, I paid that amount plus late fee charges for a total of {$650.00}. Also on XX/XX/XXXX I paid the escrow shortage amount of {$930.00}. I then changed my monthly payment amount to {$2000.00} so that my payment for XX/XX/XXXX onward would be that amount. 

On XX/XX/XXXX, I spoke to a customer service rep named XXXX who assured me I had done the right thing, made the correct payment amounts, and confirmed that my monthly payment would now be {$2000.00}. He said the issue would be resolved by XX/XX/XXXX. I again spoke to a representative on XX/XX/XXXX because the daily automated harassing phone calls started again. That rep made a notation to stop the phone calls and said the issue was still being resolved but would be resolved by XX/XX/XXXX. The phone calls continued in XX/XX/XXXX and XX/XX/XXXX and I spoke to a representative again in late XX/XX/XXXX or XX/XX/XXXX of this year. That rep was not particularly helpful and made me feel responsible for them not being able to resolve the issue. He said my case was a unique situation that they didn't have a process for and they had to create a new process, but that it had been resolved on their end and just needed to be " processed. '' He wouldn't give me a date for resolution, and he said that their systems hadn't caught up with each other which is why I was receiving daily calls. 

Most recently, in a letter dated XX/XX/XXXX, I received a letter that had a returned check of amount {$2000.00}, and the reason given is that they said this represented less than half the amount due. On the same day, I received a letter that said my loan was in default but to cure the default I could pay {$2000.00}. I am absolutely baffled on how to resolve this. Every time I call their representatives, they say this is being handled and that I should just continue to pay {$2000.00}. Now the company is rejecting that payment amount and accusing me of being in default. They have reported me to the credit bureau as well. I have done everything I can to resolve this and do exactly what their representatives tell me to do but I am very concerned that this won't resolve because they are using predatory practices and their system is set up to keep me continually in default. 

I am not attaching documents at this time but I do have supporting documentation for all of this.

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