Consumer complaint received 2020-02-03
Company: LoanCare, LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Veteran with over 20 Years of service to our country. LOANCARE- I received a letter XX/XX/2019 notifying me of an escrow shortage. I mailed the shortage 20 days beforehand. Problem being, my loan company had since changed their name. So my check was returned without my knowledge because the name was wrong ( Never notified ).  Roughly 6 months after, I started to receive letters in black and white stating insufficient NSF. This is odd because all of my statement the company name was in blue. I hadn't received anything else so I called Loancare ( XXXX ) and  was informed my mortgage was current and to disregard the letters. The second time I received the same letter I called again ( XXXX ). This time I was informed that it was due to my escrow not paid. This was concerning because I know about this topic an increase to my payment should have occurred and not a late payment notice. I again called to inquired and was transferred three times to two different departments ( XXXX ). This went on for weeks. I received robo calls for over a month on a daily basis requesting that I contact Loancare concerning my loan. I finally was able to speak with a young lady who was mentioned to be a manager name XXXX XXXX. She was on the phone with me for over an hour and informed me that I needed a transmittal form from my bank. I complied, I emailed her my document from web bill and the bank emailed the transmittal form as well. I again called my bank which in turn called Loancare and I was conferenced in on the call ( XXXX ) at  that time we were given the fax number and directed to send the information directly from the bank to Loancare. I received confirmation from the bank. I waited patiently all the while still receiving daily robo calls. I called again ( XXXX ) and requested that these calls stop. They did for one day. I sent the escrow payment by sending another check. Loancare is now saying that they took that payment an applied it some place else and now my mortgage payment is show how short. This is not possible. I have not stopped making any payments for the twenty years. I inquired as to the possibility of when they switched company names could my payment still be in another account? I always pay more than I owe on my mortgage!!!!! No logical response was given. My bank has confirmed more than once with the representative from Loancare that the payments have been consistent. I finally had enough when I received a call from XXXX stating that a note was added that I still owed {$390.00}. I requested of her at that time to speak to XXXX XXXX and was told that she would put an email in to her. I emailed XXXX that same day and to date have received no response. I have reviewed comments, complaints and pleas concerning this company, which are disappointing. Why are they allowed to perform in this manner? Who advocates for XXXX veterans concerning this sort of issue? Why are managers and supervisor 's not monitoring these cases? WHY? Ive had this home over 20 years and have never been late neither had any issues until now -LOANCARE . Loancare : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. Please see all documents attached. END THIS FRAUDULENT BEHAVIOR NOW-KARMA WINS

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