Consumer complaint received 2021-03-30
Company: LoanCare, LLC
State: WA
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: Their investigation did not fix an error on your report

Complaint:
Hi there, Copied below is my customer service message to my mortgage provider for your reference. 

I have a mortgage with XXXX XXXX XXXX, which is serviced by Loancare. My monthly mortgage payments are automatically electronically paid each month by my bank. Unfortunately, Loancare didn't correct process the payments correctly and ended up returning them to my bank weeks after the payments were made. I provided proof of payment from my bank to Loancare for the payments in question. Loancare in the meanwhile reported me to the credit agencies as being delinquent on my mortgage payments for the few months when they were failing to correctly process my payment. I instigated a complaint with them to fix my credit report, and received a letter back saying they had investigated and found the reported information to be accurate ( no explanation was provided ). This is laughable given that they are the ones that lost / didn't properly process the payments I made, which I provided proof of. I have excellent credit and their false reporting is cause me great concern. I will also note so that you are aware that I have submitted numerous customer service complaints to them and this and have received either no response or an incoherent unresponsive sentence back. Their customer service is absolutely abysmal. From my original complaint to them : Hi, I have my mortgage set up to pay automatically via my bank 's bill paying system. My bank makes this payment electronically to LoanCare. For some reason, LoanCare did not properly process my payments for the XXXX or XXXX billing period and then applied my XXXX payment to my " late '' XXXX payment and recorded me as not paying in XXXX. Please see attached proof of payments showing I made these payments to LoanCare. LoanCare did not credit these payments to my account for XXXX or XXXX and then reported me to the credit agencies as being delinquent in my payments. I sent numerous customer service inquiries ( Ticket # XXXX and XXXX ), none of which were coherently responded to, but the late payment fees were removed from my account and I figured it had been sorted it out. Turns out my credit report still indicates that I didn't pay my mortgage for three months. I need this corrected ASAP. Here 's further info from my bank : After reviewing your profile, XXXX, it appears that the payments made on XX/XX/XXXX and XX/XX/XXXX were both returned. A credit was applied on XX/XX/XXXX for {$2100.00} and XX/XX/XXXX for {$2100.00}. 

LoanCare provided a check refund on XXXX for these two transfers. 

From my checking account, I can see two payments were returned on XX/XX/XXXX and XX/XX/XXXX. My other customer service inquiry tickets have further details but payments were returned to my bank with the note " CR failed. '' Again, I've received no explanation from LoanCare as to how or what happened ( because my inquiries were not responded to ), but I'm piecing this together best I can from my bank records. 

Please correct my credit report ASAP as I made my payments on time and LoanCare incorrectly failed to process them. I will be inquiring as to the status of this request in a week.

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