Consumer complaint received 2019-10-28
Company: LoanCare, LLC
State: MN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Summary of my complaint : -Mismanagement of Escrow account -Inability to close escrow account -Impossibility of communicating with escrow department Details of complaint My mortgaging service company is Loancare, also known as XXXX. 
Customer service will not put me in contact with anyone from escrow. They claim that they don't even know escrow 's phone number. 
The escrow department has made numerous errors, and I am unable to contact them to resolve them. I'd like to close the escrow account, and have an " open ticket '' with them to do so, and my mortgage is qualified to not require an escrow account, but they keep making errors that cause the escrow balance to go negative, which prevents the escrow account from closing. 
A timeline and list of errors : XX/XX/XXXX -- I switched homeowners ' insurance companies. I called customer service and told them not to pay the old insurance company. Escrow paid both the old and new insurance companies. 
XX/XX/XXXX -- I requested to close the escrow account XX/XX/XXXX -- Loancare recalculated escrow payment after making two disbursements for insurance. Consequently, the calculation for my monthly payment is way off. 
Early XX/XX/XXXX -- was informed that escrow balance was negative, but as soon as the account became positive, the escrow account would be closed Early XX/XX/XXXX -- made monthly mortgage payment which brought the escrow account above XXXX Mid XX/XX/XXXX -- made follow-up inquiry with customer service regarding the closing of escrow account. I was assured that it was all set to be closed and I'd be hearing from escrow shortly. 
XX/XX/XXXX -- was informed that a disbursement was made for my second half property taxes, which aren't due until XX/XX/XXXX. This sent the escrow account into the negative. 
XX/XX/XXXX -- talked to customer service asking them to stop payment on tax check and close escrow account. They would not do either. I was informed that my case was escalated and that I would hear from escrow shortly. 
XX/XX/XXXX -- received letter dated XX/XX/XXXX that they could not close my escrow account due to it having a negative balance. This demonstrated that the escrow department has time to make payments a month and a half early and send me letters telling me about how my account balance subsequently becomes negative, but they don't have time to call me to discuss these issues. 
XX/XX/XXXX -- talked to customer service again. Was told that the case was not escalated on XX/XX/XXXX. Was told that case would be escalated and I should expect to hear from escrow any day now. I obviously don't believe them, because nothing they have said would happen has actually happened. 
XXXX XXXXreceived letter dated XX/XX/XXXX that my escrow account would be closed on XX/XX/XXXX. This letter was superseded by the letter received on XX/XX/XXXX dated XX/XX/XXXX. 

Late XXXX -- made escrow-only payment to bring balance to {$0.00} Re-submitted Request to close escrow account Early XXXX -- received letter dated XX/XX/XXXX that my account would be closed on XX/XX/XXXX. 

XX/XX/XXXX -- logged into online account and saw that escrow account was still active and a new annual escrow analysis had been done on XX/XX/XXXX. I talked to customer service who said my account couldn't be closed because the balance was negative. This is not true. The balance is positive {$620.00} according to escrow analysis document. 

I want to speak to someone in the escrow department who can tell me what needs to be done to close my escrow account. I then expect that the account will be closed and that I will be issued a check for the remaining balance. I want direct communication with the escrow department every step of the way so that I am assured that this is happening. This is not a very difficult request. It only requires that the company treat me with a minimum amount of dignity. I have made all of my payments on time. I am a customer in good standing.

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