Consumer complaint received 2018-07-03
Company: LoanCare, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I am paying my mortgage online through online bill pay. My payment is being rejected by the mortgage company, Loan Care, LLC. Unfortunately for me, I do not find this out until 20-25 days later when my bank finally refunds my on time payment. 

Timeline of events ( approximations on the hours ... the days are precise ) : XX/XX/XXXX - Payment was made XX/XX/XXXX - I hold my Payment for XXXX because I don't know where my previous mortgage money went. I think I'm getting scammed at this point. 
Between XX/XX/XXXX and XX/XX/XXXX - Over 25 hours of hold, >2 call back requests and 2 emails ... I can not get contact with a human. I would either get hung up on or the customer service center would close. 
Between XX/XX/XXXX and XX/XX/XXXX the people who closed on my mortgage contacted someone to get in touch with me. They told me to try my payment again. I said I would wait to make sure I have my money back first since they rejected it. Their response, " We can not reject a payment. '' I have proof that they do. I've sent it to them in email and I also have a second round of proof now that they rejected my payment again! They then tell me I don't have enough funds in my bank account. This is also a complete farce. 
XX/XX/XXXX - Bank refund was received for mortgage payment XX/XX/XXXX - Refund cleared ; payment was sent again. Loan Care processed the payment on XX/XX/XXXX. 
XX/XX/XXXX - I was reported to the credit bureaus for delinquency. 
XX/XX/XXXX - Able to get enough evidence to prove that delinquency wasn't my fault. Sent proof to Loan Care. 
-- End of this issue -- XX/XX/XXXX - Paid for XXXX. 
XX/XX/XXXX - XXXX XXXX for XXXX payment. 
XX/XX/XXXX - Called Customer Support around XXXX ... requested call back. Received callback at XXXX. XXXX said processing fee would be waived and late fee would be waived ; so I asked if I could pay both XXXX and XXXX. He said yes. Unfortunately, I was not prepared with financial information as I was out to dinner and tried to pay with debit card and using my phone with the only access to my bank account. Agent said not possible to pay with debit card but to call back when I got my information and that he noted everything in the account. Agent also  specified that my credit reporting to the bureau was fixed. 
XX/XX/XXXX - XXXX Called customer service. Requested call back. Received call back ~8. Agent refused to waive my processing fee. Why should I pay for someone to take my payment when they deny it online, deny that they are denying it, tell me that they will process it with the fee waived and then deny waiving the fee? I became unhinged, the arrogant agent stuck to her guns ... I hung up and wrote this note. 

Why am I fighting to pay someone something do not want to accept? I should not have to put in part-time hours to get someone to accept my payment. I'm not asking for a hand out. I'm not asking for freebies. I just want to pay my bill and not have it sent back to me.

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