Consumer complaint received 2020-02-28
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
on XX/XX/XXXX and XX/XX/XXXX I made two payments for {$1500.00} each with a notation to apply to XXXX Payment. I like to pay a little early to assure they are not late. 

In XXXX ( LoanCare/ XXXX XXXX bought my loan effective XX/XX/XXXX ) I had to have them make some adjustments on my account since they were applying payments a month behind due to making partial early payments. 

The young man I spoke to originally said they DO follow the instructions on the checks so be sure to indicate, so I did/do in the check memo option. He said the other option is to pay via their website. 

I paid XXXX it is currently properly applied. Then I made the 2 payments for XXXX as noted above and they have all of the payment applied to XXXX still. I have sent a request in writing via their website on XX/XX/XXXX to correct the payment to be applied to XXXX payment. I called XX/XX/XXXX and spoke to XXXX who was very short and said they do not accept partial payments they are not set up to do so via their payment processer that is a PO Box processor, she then told me to hold which immediatly hung up our call. I called back and spoke to XXXX ( could have been XXXX ) and she was very rude and unprofessional saying if I need to avoid paying early or in the manner I was paying via partial advance payments. When I explained I had never had any issue with this EVER with any other mortgage lender and did not understand why they can't correctly apply my payments as indicated she reiterated they do not take payments early or partial- regardless of how I indicate on the check. 

I called back the next day, since in the meantime they are calling me that my account is still delinquent and late fees have incurred. On XX/XX/XXXX I spke to XXXX who was very nice and very helpful and she assured she would remove the late fee and properly apply the payments. She also explained they are working on ways to properly apply partial payments and one of those methods requires calling in and paying an additional fee in order to make a partial payment. She could not guarantee that making payments early or partially online - even if selecting the due date would even ensure that the payments would be applied correctly or to the correct month. I spoke to her at XXXX pst XX/XX/XXXX. 

On XX/XX/XXXX I am still getting calls about my delinquent account and needing to contact them immediately. I did attempt to call and ended the call after a very long hold time. I will attempt to call again tomorrow with hopes that it just took 24-48 hours to make the adjustments. 

Every other car, credit card, and mortgage company I have used has the proper policy and procedures in place to handle early AND partial payments being applied properly as indicated. I am completely unpleased that this company whose policies I was not aware of prior to my loan being sold to them is now causing me so much difficulty in making my mortgage payments because their policy is to process payments via a PO BOX Processor. 

I have receieved collection notifications regaridng my " Financial setbacks '' and to " Avoid foreclosure '' even though I paid the payment and have been trying in writing and multiple attemps on the phone with their awful support team ( except XXXX she was really great ). This matter after several weeks remains unresolved and I am in fear that they have messed up my payments ( principle and interest ) via their " adjustments '' and because of their lack of ability to properly process payments like mainstream reputible banks I am concerned that my mortgage payments have been applied wrong and that they will continue to cause us problems moving forward.

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