Consumer complaint received 2020-09-02
Company: LoanCare, LLC
State: AZ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
XX/XX/XXXX : I was notified that my mortgage had been sold to LoanCare and I would need to set up a new account as of XX/XX/XXXX. I reached out to LoanCare immediately knowing I had 6 weeks of travel scheduled that would make me unreachable from the end of XXXX through early XXXX and wanted to make sure everything was set up properly. I was informed that there's nothing I could do until I received my welcome packet in the mail from Loan Care. 

XX/XX/XXXX : Received an email that I was officially a client of LoanCare. Reached out and tried to set up autopay, was informed first payment had to be mailed in. I sent out the check the same day. 

XX/XX/XXXX : I received a letter from LoanCare confirming that my autodraft was set up and my next mortgage payment would draft on XX/XX/XXXX and on the XXXX of each month thereafter. 

XX/XX/XXXX : I was notified by my insurance company that XXXX hadn't paid our homeowner 's insurance via our Escrow account. I spoke with customer service on both XX/XX/XXXX and XXXX to ensure the problem was resolved as we were leaving the country on XX/XX/XXXX. Not once was it brought to my attention that there were any problems with my account during these exchanges. 

XX/XX/XXXX : We had been back in he country for less than 48 hours, I received a call from LoanCare that I was delinquent on my mortgage payments for XXXX, XXXX and XXXX. After a lengthy inquiry as to how this happened ( see the steps taken to prevent such an occurrence outlined above ) it was brought to my attention that there was a discrepancy in the payment made on XX/XX/XXXX which then suspended my autodraft. I asked why I was just now being notified of this ( while I did not have access to WIFI for most of my time in XXXX XXXX I was able to retrieve messages and I was NEVER notified of an issue until this call ) I was informed that I was still under the RESPA period so it wasn't considered delinquent yet. I immediately paid the balance of {$4300.00} making my account current. I was then assured that my autodraft would be reinstated and would pull on XX/XX/XXXX. 

XX/XX/XXXX : I ensured that our payment of {$2300.00} to LoanCare did in fact autodraft and has continued to autodraft without issue a year later. 

XX/XX/XXXX : I'm notified that my credit score has taken a 200 point dive. I immediately request a credit report and see that LoanCare had reported a delinquent mortgage payment for XX/XX/XXXX. I reach out to LoanCare and am assured that it was a mistake, I was within my RESPA period and I just needed to email their credit dispute department to have it corrected. 

XX/XX/XXXX : I receive a letter from LoanCare denying my request for a correction to my credit. 

XX/XX/XXXX : I reach out to LoanCare for an explanation as to the denial of my request. I'm informed that they decided my XXXX mortgage payment fell outside of the RESPA period. I asked if I could speak with a manager and was placed on a 90 minute hold until the call disconnected. 

XX/XX/XXXX : I called LoanCare again and informed them that I would like to escalate the decision on my credit dispute and requested to speak with a manager. I was told my request to speak with management was put in and someone would call me back. In the meantime I needed to email my request for an appeal and it was suggested that I go into more detail so they can make a more informed decision. I emailed an escalation request to LoanCare that same day. 

XX/XX/XXXX : I received an email from LoanCare again denying my request without further explanation. 

XX/XX/XXXX : I reached out to LoanCare and again requested to speak with a supervisor or someone in authority to help me escalate this issue as I had yet to receive a call back. 

XX/XX/XXXX : I have yet to hear back from anyone at LoanCare regarding this issue. I have been a loyal customer to first XXXX  and now LoanCare and yet nobody will give me the courtesy of addressing this credit reporting issue. I've decided it's time to request the aid of the CFPB.

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