Consumer complaint received 2019-02-01
Company: LoanCare, LLC
State: VA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
I hope CFPB will look at this complaint against Loancare as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and, frankly, malicious business practices. 

Issue : Failure to refund prepaying of XXXX property taxes ( which were paid in XXXX XXXX ) This is a complaint against Loancare LLC for failure to refund our XXXX prepaid property taxes in excess of {$8000.00}. We notified Loancare of the prepayment in XX/XX/XXXX, and provided a copy of our payment receipt, and have contacted Loancare over 20 times since XX/XX/XXXX regarding the status of our refund with no resolution. We are continually told by ( usually ) nice customer service representatives that they just can not understand why we havent received our refund yet and are elevating our issue, and yet we never receive a response nor a refund. I actually spoke to a supposed supervisor ( XXXX, employee ID number possibly XXXX, XXXX, or XXXX ) in XXXX XXXX who confirmed Loancare had all it needed and the refund had been approved. XXXX then said he sent an email, while I was on the phone with him, directly to the person in the escrow department who could initiate our refund. XXXX finally said that he would personally call or email me by COB the next business day informing me of when we would receive our refund And once again, absolutely no further communication from XXXX or anyone else at Loancare and no refund. I called customer service again in early XX/XX/XXXX and the very nice customer service rep ( XXXX ) that I spoke with actually read some notes from that last exchange with XXXX that apparently said he did send an email to me the next day with the status and anticipated refund date never happened, no email and no refund received. 

The few times I contacted Loancare via email I received, first, an email response stating the issue was resolved even though Id heard nothing from Loancare whatsoever. The other times I received no response at all so I opted instead to call customer service. 

Like many others, we prepaid our XXXX property taxes in XX/XX/XXXX ( prior to the IRS issuing guidance that this did no good for tax purposes ) and we are still waiting for Loancare to give us back our monies owed. I reached out to Loancare immediately in XX/XX/XXXX asking what they needed from us and was told to email a copy of the receipt showing our prepatent, which I did in late XX/XX/XXXX with a confirmation email from Loancare on XX/XX/XXXX. 

I say that I hope CFPB will look at this complaint as more than just an individual complaint and consider opening a case against Loancare for grossly negligent and malicious practices because I downloaded the CFPB complaints against Loancare and read through many of them ( too many complaints to read through all since there are over 4,000 complaints ). There are far too many instances where Loancare has kept money that is owed to mortgagees for this companys approach in such situations not to be purposeful, planned, and calculated. In every instance, including ours, the mortgagee is given a complete runaround with no money actually being sent back to the mortgagee until a complaint is filed against Loancare with some outside entity such as CFPB.

- Multiple complaints where homeowners insurance claim checks that had to be sent to Loancare for some reach, but with monies due to the mortgagee and Loancare not sending the owed funds to the mortgagee. Loancare giving the mortgagee the same runaround weve received.

- Multiple complaints about overpayment of property taxes where mortgagee received the runaround from Loancare -- even did this to a veteran in IL who was exempt from property taxes, took and kept his monies. 

There is something wrong with an industry when a consumer can choose to do business with one company, the original lender, and then that lender can immediately sell the clients business ( the mortgage ) to another company without any say of the consumer, and the company to which the mortgage is sold has absolutely deplorable practices. We didnt choose Loancare, nor did most of the others who have complained as far as I can tell, yet here we are fighting for over a year to get our {$8000.00} plus monies owed to us from this company. This whole system is beyond ridiculous and the fact that this company has literally thousands of complaints against it, and that is just with CFPB, yet is still in business is disappointing and beyond frustrating. 

At the very least, I hope CFPB can assist in getting us our in excess of {$8000.00} refund. I am also hopeful that CFPB will open a case against CFPB for its grossly negligent business practices in this regard, not just to us, but to numerous consumers who did not choose to do business with Loancare in the first place.

I am also sending a complaint to the Virginia Attorney Generals ( AG ) Office. I dont know whether Loancare has violated any law by keeping our money in this manner, but if it has, I am hopeful that the Virginia AG will consider pursuing legal action against this company. 

Thank you in advance for your assistance.

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