Consumer complaint received 2022-01-26
Company: LoanCare, LLC
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX XXXX XXXX XXXX, Loan Care sent an Annual XXXX  Account Disclosure Statement that said we had an XXXX shortage of {$3000.00} and our mortgage payment was going from {$2700.00} up to {$3100.00}. ( XXXX Statement Attached ) We called multiple times and they were unable to provide a reason why and said that it must be the taxes increase. The customer service rep recommended we call the County. 
We then contacted XXXX XXXX, XXXX XXXX  Treasurer. She confirmed that our taxes had not increased and had gone down. XXXX XXXX XXXX, Loan Care had sent an extra payment for {$2700.00}. ( See attached print out signed by XXXX XXXX ). A refund was issued to Loan Care XX/XX/XXXX. 
Loan Care customer service agent could not find the extra payment they made in their system even after the proof provided by the County Treasurer. There is no one to speak to in the Tax Department because it is outsourced. The only number is the customer service line and there is no one to escalate any issues to. They do not have access to any information we are told only what is in their notes. They said they were reaching out to the county and no one was responding. XXXX XXXX logs all their calls and emails and no one at Loan Care ever reached out.

Loan Care stated they did not receive the XX/XX/XXXX refund issued by XXXX XXXX with Adams County. Another payment was then issued to Loan Cares payment processor directly in XX/XX/XXXX. XXXX XXXX printed and mailed the check in front of us. 
On XX/XX/XXXX another Annual Escrow Account Disclosure Statement was mailed with a surplus check amount for {$320.00}. ( Attached ). 
We sold the property on XX/XX/XXXX and Loan Care said that they received the funds on XX/XX/XXXX. 
The closure escrow statement has a misc escrow line amount removed from the total of {$2700.00} ( the amount of the overpayment/refund issued by XXXX XXXX ) . When I called to ask what this was they said it was because we were refunded that amount but had not received anything. There is nothing they can do about that we are told and then they said it was because we owed taxes through XX/XX/XXXX but the property sold. 
The balance in our escrow account prior to the sale of the home, that should have been refunded was {$640000.00}. They have overpaid our taxes and are now stealing the overpayment from us twice that has been refunded to them. 
We have sent messages with this chain of events and called multiple times. The customer service agents that answer the phone only have access to basic information and can not resolve or look into our issue. We are told something different each time we call. 
Every day for almost XXXX years Loan Care sent a XXXX XXXX driver to my home that rang the doorbell and left an envelope with a solicitation letter to refinance, even while all this was going on. It felt predatory. I asked them to stop and they did not. They must have spent the amount of the overpayment or more just on sending XXXX XXXX to my home. 
I would like to have this is resolved and the correct escrow refund issued and to be done with this loan servicer.

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