Consumer complaint received 2018-10-05
Company: LoanCare, LLC
State: SC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
This complaint concerns my tax bill/monthly payment for my mortgage company Loancare LLC. My tax bill was originally assessed higher as the previous owner rented out the home rather than living in it. I went to the tax office showed proof of residency and got a revised tax bill at the beginning of the year. I faxed this to the loan company and they never changed my monthly amount based on the revised tax bill. I followed up and they said they did not receive it, so I sent it to them again on XX/XX/18 to the e-mail address they gave me. No response. I followed up and they asked me to resend it so I did so on XX/XX/18. Same e-mail address was what was told to me. My monthly payment did not change. I called again and they asked me to resend it again and so I did so on XX/XX/18- I was told to send it to the same e-mail address. I stated in my e-mail that I wanted to ensure I was not defaulting on my loan due to my payment going up and me refusing to pay this amount since I had proof of my tax bill revised. No response. I then heard form my home insurance company that since I had not sent a payment in for my insurance, and I was going to go in to lapse coverage. I called Loan Care and they had no record of my home insurance. I started out with a different Loan company and they had that information and then all my information was forwaded to the new loan company so they should have had that on file. I finally got that resolved and had my agent reach out to them with the information. While I was on the phone for that, I spoke to a supervisor about my tax bill and she finally said she would look into it. Never heard back so I called again and the representative told me that because I did not have proof of this years tax bill, they could not change my monthly payment. I called the tax office and they said no one would receive that information until XX/XX/2018. So I asked how that it was possible I had to have proof of something in XXXX that did not exist? She said there was nothing she could do even though I had proof of the revised tax bill. I gave up and decided I would wait until I got my next tax bill as proof. I then got a letter in the mail on XX/XX/XXXX stating they had changed my monthly payment finally and that I would be receiving a check for the surplus money in my escrow account, which they did send me a check. The same day I got an e-mail from XXXX XXXX letting me know that my credit had gone down due to being default on my loan. I also received a letter in the mail that I was default. I have paid every single month and have proof of that from my bank. Every time I spoke to someone on the phone, they did not tell me anything about being late or delinquent. I have proof that I followed up almost every single month with a revised tax bill with no response. They have now effected my credit and are saying I did not pay one of my months even though I have proof I did. I have complained several times with no action. I know others are getting this treatment based on the online reviews.

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