Consumer complaint received 2018-01-12
Company: LoanCare, LLC
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX my wife and I purchased a home. Soon after purchasing this home my mortgage was sold to XXXX XXXX XXXX XXXX. My first payment was due on XX/XX/XXXX. On XX/XX/XXXX I scheduled a payment to be made to this account for XX/XX/XXXX.  Attached is a copy of the confirmation. I checked my account on XX/XX/XXXX and found that this mortgage payment was never taken. I contacted XXXX XXXX XXXX and was advised that the check was returned and I owed a {$30.00} fee. I asked why the check was returned and was told that the bank returned the check. I told the rep that there must have been a mistake but I will make another payment. While on the phone with this rep she stated to me that she could see the payment. At this point I thought the issue was over until I checked my account again and found on XX/XX/XXXX that the payment was again returned. At this point I contacted my bank thinking that there must be an error at the bank. While speaking with XXXX  ( XXXX XXXX XXXX XXXX XXXX ) I was told that XXXX XXXX XXXX has never attempted to take any money from my bank account and they do not show any returned checks on my account. At this point I began attempting to contact XXXX XXXX XXXX via Email and phone calls. Attached will be my phone records, email attempts, and payment confirmations I received from XXXX XXXX XXXX. On XX/XX/XXXX I  submitted a email through the website requesting a call back about this issue or any type of response involving this issue and have yet to receive any communication. At this point we are at XX/XX/XXXX. I received notice that my XX/XX/XXXX payment was not made and I again received a returned check fee. I attempted to contact XXXX XXXX XXXX  4 times during business hours and left my phone number for a call back. I have yet to receive this call back. On XX/XX/XXXX I attempted to contact XXXX XXXX XXXX via phone 14 times through their phone number and again left my number for a call back which I have not yet received. My wife was able to make contact with XXXX XXXX XXXX who stated that we were being untruthful and that I have not attempted to contact them, request a call back, or emailed them in relation to our account but in fact they have attempted to contact us. Attached is my call log from XX/XX/XXXX to XX/XX/XXXX which shows they have not attempted to contact me. While speaking with my wife they refused to contact me as I am the one who pays the mortgage. My wife spoke with Customer Rep # XXXX who told my wife that if we submitted a check for the amount of {$3100.00} by paper check he would wave the {$60.00} in returned check fees. This amount was to cover XX/XX/XXXX and XX/XX/XXXX payments. The total amount for 2 months payments is {$3000.00}. This rep attempted to lie and have my wife believe the fees would be waived by paying this amount but in reality we would be paying the fees by deception. So on this date XX/XX/XXXX I  mailed a paper check to XXXX XXXX XXXX to their XXXX XXXX and thought this was over. Today when I arrive home from work I find a letter from XXXX XXXX XXXX which states due to non-payment my account is in default and to contact them immediately to arrange payment. At the bottom of this notice it shows their office hours end at XXXX est. I attempted to contact XXXX XXXX XXXX 10 times on this date and received a message to leave my phone number and due to history I do not expect to receive a phone call. On the last few times of attempting to contact them I received a message which stated if receiving this message during regular business hours please try again or if after hours wait until regular business hours. With their statement saying they close at XXXX XXXX est and me calling at XXXX est. I do not understand. At this point I contacted my bank again. My bank advised that the check submitted has not been processed or even submitted for processing. So I made the decision to cancel this check at a {$34.00} cost to me and attempt another online payment which says if made by XXXX est it would be credited to my account. This payment has not been processed yet, it does not reflect in my payment history on the website, and it does not appear in my pending transactions with my bank. To attempt to end this nightmare of attempting to for the 4th time my mortgage I submitted this payment for my mortgage payment amount as well as all fees that I was unrightfully given by this company. At this point I do not know what else to do. After all of the calls, emails, and attempts at payment I am at a loss and fear that this company will try to foreclose on our home even after my attempts at payment. I have never been late on a payment on any account in my life and now I am living this nightmare. I am seeking your help with this issue. Thanks. Also attached below is the call records from my cell phone number for the selected dates. The numbers assoc. with this company are XXXX and XXXX. Thanks

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