Consumer complaint received 2019-07-25
Company: LoanCare, LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
- My loan was thru XXXX - XXXX went into bankruptcy, loan was sold to LoanCare - LoanCare notified my of my new account number and where payments should be made Account # XXXX Payments to be sent to LoanCare , LLC XXXX XXXX XXXX XXXX, PA XXXX - on XX/XX/XXXX I made my XXXX payment using the XXXX XXXX online billpay system. I owed {$1300.00} -- I paid {$1400.00} - On XX/XX/XXXX I received a statement from LoanCare indicating my XXXX payment was still due, and I now owed {$2700.00} for my XX/XX/XXXX payment. 
- XX/XX/XXXX I called XXXX XXXX XXXX to confirm my payment had been sent via online BillPay. They confirmed it was sent and provided ACH transaction # XXXX - On XX/XX/XXXX I called LoanCare to discuss the missing payment. I was told to email them with the detailed information. Including a copy of the check used for payment ( front & back ). I told them this is an ACH Transaction, meaning payment went directly to them on XXXX. I do not have a physical check to copy. 
send email to XXXX During this call I asked to confirm my account # and payment information to ensure my XXXX payment did not have the same issues. The person from customer service confirmed my account number but they provided a different mailing address. 
Account # XXXX Payments to be sent to LoanCare , LLC XXXX XXXX XXXX, CA XXXX - XX/XX/XXXX I sent the email, they responded with email confirmation and provided LoanCare ticket # XXXX - XX/XX/XXXX I went to XXXX XXXX online bill pay   Confirmed the account number was correct, it was Updated the mailing address to the new one provided in the call with LoanCare - XXXX I called LoanCare to follow up on the ticket They reviewed the notes on my account, and updated the notes with the ticket number stating I had missing information in my email. 
I asked to escalate the ticket, they stated they did and the ticket now had a close date of XXXX - XXXX I made my XXXX payment using XXXX XXXX online billpay in the amount of {$1400.00} - XXXX I called LoanCare to follow up on the ticket LoanCare confirmed my XXXX payment was recieved, the payment was posted to my account with a XXXX payment date Person indicated the XXXX payment should be added to my account by XXXX. I was instructed to begin using the LoanCare online system and to verify my information before I make any calls in the future I should verify the payment is posted in the afternoon - XX/XX/XXXX I called LoanCare to follow up on the ticket the first payment ( XXXX payment ) is not posted to my account The customer support person told me to send a copy of my statement indicating the payment being made on XXXX. I should sent this statement in an email including the history of my calls. 
XX/XX/XXXX I sent the email of my calls to XXXX indicating the account #, ticket number, including phone call history and attaching a copy of my online bank statement showing gthe payment coming out of my account on XXXX - XX/XX/XXXX Confirmation email received from LoanCare confirming my ticket number indicating it would take 2 business days for resolution - XX/XX/XXXX Received email from LoanCare indicating my bank statement was not sufficient proof of payment. They againrequested a copy of the check used for payment, front and back. 
XXXX I called XXXX XXXX bank opening ticket # XXXX to trace the online billpayment for XXXX. I need to allow 3 business days for the trace XXXX Called XXXX XXXX to follow up on ticket. 
XXXX has been calling LoanCare to verify payment for XXXX XXXX was asked to fax over proof of payment ; documentation was faxed to LoanCare at XXXX LoanCare is now researching XXXX Called LoanCare to follow up on ticket They indicated the information from XXXX XXXX XXXX was not sufficient proof of payment. I was asked to provide the transmittal number XXXX I called XXXX XXXX XXXX to ask for the transmittal information, and have it sent to LoanCare. XXXX confirmed they sent the transmittal information for the XXXX payment, they were supposed to send the one for the XXXX payment. They will send the correct one today XXXX I recieved a call from XXXX at XXXX XXXX XXXX We placed a 3way call to LoanCare to discuss my open ticket. 
LoanCare, XXXX, and myself reviewed the ticket information to fill in any missing information onto the LoanCare ticket LoanCare once again indicated they need the proof of transmittal for the XXXX payment XXXX sent the proof of transmittal while we were on the phone. 
We asked that notes be added to the ticket to indicate the length of time I have been working on this issue, and that no negative credit bureau reporting or fines should be completed on my account. 
Ticket escalation was requested. 
- XX/XX/XXXX XXXX called to confirm receipt of the transmission He was told it was received, and the payment was found. It should be posted to my account within 3-5 business days. The payment had been applied to someone elses account, and will need to be removed from that account and applied to mine. 
- XX/XX/XXXX After verifying the payment is not showing on my account via the online LoanCare site, I called XXXX at XXXX XXXX to do another 3way call with LoanCare The person on the phone indicated the payment has not been made, we asked to talk to a supervisor, after waiting over an hour a supervisor joined the call The supervisor is only able to escalate the ticket adding a critical priority. The new ticket for the escalation is # XXXX He indicated I should recieve a call from someone at LoanCare ( a person, not an automated call ). At best I can hope for the call within the next 3 business days, but it may take longer then that. He was unable to provide a timeframe. 
We once again requested a note be made to the escalation indicating no negative reporting or late fees be applied. He said he could not say the note would make a difference, and when the negative reporting and fines hit my account I could call back and request they be removed.

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