Consumer complaint received 2021-12-14
Company: LoanCare, LLC
State: IL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX, I refinance my mortgage with XXXX XXXX XXXX XXXX. My previous mortgage company sent the balance of my escrow account to XXXX to depossit into my account. The check was cashed in XX/XX/XXXX by XXXX but never applied to my account. My monthly mortgage payment were {$1200.00} and they increased them to {$1500.00} due to the low balance in my escrow account. I contacted the Loancare and informed them of the error of my mortgage payment and my escrow accoutn. Informing them that a check in the amount of {$2600.00} was sent to XXXX. XXXX uses Loancare as a subservice. Loancare is the one who has been sending me notices regarding my mortgage and escrow accounts. I contacted Loancare from XX/XX/XXXX to current, XX/XX/XXXX. I have supplied them with a copy of the cashed check and the fraud investigation from the bank stating that the check was cashed by the intend payee. Through all of this I continued to pay my monthly mortgage payment of {$1200.00}. I refused to pay the {$1500.00}, for one reason due to my personal budgeting I couldn't afford an additional {$300.00} to come out of my budget due to an error on the company filing system. I provided over and over all the information needed to the company to recify this situation in a timely manner. The information was sent via email to the Escalation Team, Loss Resolution, and to customer service supervisor XXXX XXXX. They continued not to resolve the issue and would not truly look into the matter. They continue to state that my account was delinquent because I did not pay the increase amount of {$1500.00} even though I paying the {$1200.00} monthly on time. They reported delinquent payments to the credit bureaus even when they informed me that nothing will be reported until this problem was resolved. On XX/XX/XXXX XXXX from Loancare Escalation Team informed me that the problem could be that the check was sent to XXXX and that there was nothing they could do that I needed to contact XXXX to locate the check. I contacted XXXX on XX/XX/XXXX and sent the information to them. They acknowledged that the check went to the correct place but they didn't know where the check was currently. I had to complete another compliant form for XXXX to look into this matter. XXXX emailed me stating that they will contact Loancare. On XX/XX/XXXX, I contacted Loancare to see if XXXX had contacted them on this matter and representative XXXX mentioned that there was no notes on my file stating that XXXX had contacted them. XXXX transferred me to XXXX in the Escalation Department. I explained my situation to XXXX and informed her that I want them to stop reporting negative payments on my credit report and that XXXX will be contacting them about my escrow check. XXXX put me on hold to review my account. After sitting on hold for 45 minutes, she picked up and hung up the phone. On XX/XX/XXXX, I contacted XXXX and spoke with XXXX and she didn't have any updates on my claim. She transferred me to XXXX. XXXX mentioned that she forward the case to Loancare to investigate and Loancare bounced it back to XXXX to investigate. She mentioned that XXXX will look into it and get back to me later this week. She also mentioned that she was sorry that there has been a lot of checks just sitting at XXXX and not applied to anyone account. This missing check has made my escrow account to reflect not the required balance for the month of XXXX. This situation has affected my mental health and has caused extreme stress and XXXX. Loancare has not been willing to assist in this matter increase weekly anxiety and stress because I am afraid of my home going into foreclosure. Loancare has not looked into this matter even though I have sent in a lot of documentation and proof that a check was sent to be applied to my account. No help has been given on this matter. Only thing they have done is affected my credit by reporting negative/late payments when I have been making monthly payments.

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