Consumer complaint received 2019-08-13
Company: LoanCare, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX ( LoanCare company ) took over my mortgage in XXXX XXXX, my previous mortgage company must have sold it to them due to their bankruptcy proceedings with XXXX DA 's office ( XXXX ). 

I paid my mortgage by check due date XX/XX/XXXX without issue, for the amount of {$910.00}. I then received an escrow analysis statement, dated XX/XX/XXXX, stating if I did not pay {$1000.00} shortage, my monthly payments would grow to {$1000.00} per month. I decided to pay the lump sum, and keep my payment lower ( if shortage paid in one lump sum, the per month would be {$950.00} ). I paid this shortage with a personal check, and mailed it, with the escrow shortage ticket, on XX/XX/XXXX. I also noted the check was for ESCROW SHORTAGE on the check. I then received my new mortgage statement for XX/XX/XXXX for {$1000.00}. I needed to wait until the check was cashed to requested an updated statement. Once deposited on XX/XX/XXXX, I called LoanCare for an updated statement on XX/XX/XXXX. After a few days, nothing. I called again on XX/XX/XXXX, asking what was going on. I was told it sometimes takes a week, and then it was 'escalated ' to urgent. Nothing was mentioned to me of anything wrong, other than the process apparently takes more time than I think is required. I waited another week. Even though I have a grace period until XX/XX/XXXX at XXXX XXXX, I do not like waiting to pay my mortgage, I pay ALL my bills on time/early. 
No statement came in the mail, so on XX/XX/XXXX I called back fro the third time and requested a supervisor. XXXX then informed me of the escrow problem. Even though I had been calling in the weeks prior, no representative informed me that my escrow shortage payment was applied incorrectly to my account. I was naturally upset, I had repeatedly called for new invoices but no one felt the need, until now, to tell me that the payment had been botched. XXXX said it would be done by the end of the day. 
In the interim, I signed up to see my account information online, but did not add my bank account information. By XX/XX/XXXX, the issue had still not been resolved. I called again, was put on hold for over XXXX minutes. I simultaneously called on another phone line, and XXXX picked up. He was very helpful and put me through to another supervisor, XXXX. She explained that even though it was put in to be done, it would take until XX/XX/XXXX to be completed. I had a very long, and unsettling, lecture for her. Why was this not taken care of expediently in the first place? How am I supposed to trust my payments are applied, AS INDICATED, when I use the correct payment tickets and make notes on the check? Why does this have to take so long? I also verbally confirmed with XXXX that once these processes are finished, I would pay my XXXX mortgage {$950.00} by check with a new invoice ( which I would yes, again have to call and request ). I also impressed upon her how these are her company 's issues and I will not be cited for a late payment, any fees, OR a hit to my financial record because of this ridiculous debacle. I also made sure to tell her that I would not be using online payments, since I clearly can't trust her company to do anything correctly or in a timely manner, so trusting them with such information would be unwise. 
As of today, XX/XX/XXXX, at XXXX XXXX, my online account is still reflecting the incorrect payment amounts, and the escrow has not been correct. I called about 20 minutes ago, and was told it should 'post ' by the end of the day, meaning I have to wait until tomorrow to request a new mortgage invoice to reflect the correct monthly amount, wait a week for it to be mailed to me, and then return it with the correct payment. These people are screwing with my money, and my financial well being by not being competent enough to process such things in a timely, honest, and correct manner. As of XXXX XXXX on XX/XX/XXXX, my issue is STILL not resolved. 

I want to know why they can take a month to correct such a blatant issue due to their own incompetence and negligence in handling my correctly submitted escrow shortage payment, and how I can protect myself from being liable for any potential black marks on my financial record/credit. I can not afford the monthly payment now that they refuse to fix the escrow payment shortage as I instructed them. 
I have all the documentation, attached are the mortgage statements, escrow disclosure statement, and my cancelled check showing it was labeled correctly. I do not feel comfortable attaching that information without proper encryption.

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