Consumer complaint received 2019-02-17
Company: LoanCare, LLC
State: DE
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX a notice was received stating an increase in the mortgage payment of approx {$130.00} would begin XX/XX/XXXX. A call was made to Loancare, the mortgage holder to ask why there would be an increase. Initially the representative did not know why and after requesting a research be done as to why I called back and was told it was because the property taxes doubled. I advised them that was not possible. They advised me to contact my county for tax  information. A call was then placed to my county and they advised me that the mortgage company was late in making XX/XX/XXXX taxes after the purchase and 2 payments, XX/XX/XXXX & XX/XX/XXXX was paid including a late fee on XX/XX/XXXX iao $ {$1200.00} which was the exact amount that the mortgage company advised me was my new tax amount. I called Loancare and advised them of their error. After not being able to get a resolution from the representative, I then asked for a manager. That manager understood their error and said would put a request for the taxes to be corrected and I was told not to make a payment for XX/XX/XXXX and it would be a couple weeks for the resolution to take place. After several calls and no resolution I asked for another manager and spoke to XXXX in collections. He advised he saw all the notes and where I was advised not to make a payment since the system has one payment amount and it would mess up their internal records. I called XXXX again because XX/XX/XXXX was due, he said that he saw where they did receive the tax information from the county and they were just waiting for the update and that they still could not take a payment until their records were corrected. Several calls in the interim and XXXX called back stating that one of their internal departments were waiting for another internal departments for the tax information. Then he called back to advise a VP- XXXX was now working on it and he will have the one department send the other department information. I received one forclosure notice  and a couple calls daily. I advised XXXX that I suffer from XXXX and XXXX  and this is too much. I have been attempting to resolve this since XX/XX/XXXX. He advised they are not going to forclose it was a system generated letter. I advised it was sent certified. This past week on XX/XX/XXXX XXXX called to advise that they updated the tax information and they are just waiting for the loan to be reamortorized. Once again stating their error and not to make a payment. He would call back on Thursday to take the payment. On Wednesday XX/XX/XXXX I signed another certified letter from Loancare stating forclosure packet. I called and left XXXX a message stating this was effecting me mentally. He called on Thursday the XX/XX/XXXX and said he was submitting request for the loan to be reamortorized and would be a few days and would call me back, but on the XXXX he told me that was already in the works. Since then the credit has been hit for being past due, calls coming in. He said that the forclosure department sends out the packet as a XXXX, for their investors and in the event they are audited but for me not to worry. 
In summary, I have been attempting to resolve this since XX/XX/XXXX. I was the one who found out the error and called Loancare to advise their error and what they did. Had I not challenged the difference in my new loan payment and just paid what they said this error would have continued. Had I not made numerous calls and asked to speak to management this would have gotten worse because when I initially asked for research to be done it was not done. This has effected the credit, I have not been permitted to make any payments, they say when it's corrected they can not give me anything in writing showing the new amount until I make a payment even though I requested it. This seems to be something that if/when corrected I still will not be 100 % positive they calculated the amounts corrected. I placed a recording app on my phone and I have the last 2 calls recorded on my phone just to provide me with proof of the calls. They claim all calls are recorded and they have all the notes in the system since my initial call. I am XXXX, suffer from XXXX XXXX and XXXX XXXX. I need help. The current manager I am speaking to is XXXX XXXX ( think that's his last name ) but his direct phone number is XXXX. This goes directly to his desk.

Company response to consumer: Closed with explanation