Consumer complaint received 2018-11-28
Company: LoanCare, LLC
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
The complaint I have is with loancare my mortgage servicer. I received a notice in the mail from Loancare dated for XX/XX/XXXX which was a notice of servicing transfer effective XX/XX/XXXX. The statement says that after XX/XX/XXXX loancare will no be collecting mortgage loan payments from me. Since I had just set my payments up to begin on auto draft in XXXX, I called Loancare to  stop the auto draft. The representative I spoke to gave me the same information about my loan being transferred and said that I would receive a letter in the mail from XXXX XXXX, the new loan servicer and she advised me to wait until after XX/XX/XXXX to make a payment to make sure all loan information had been transferred to XXXX XXXX. She stopped the auto draft from occurring and that was the end of that conversation. I received the welcome letter in the mail from XXXX XXXX around XX/XX/XXXX, so I said I would wait a couple more days before I made my mortgage payment to make sure everything was in place to ensure I didnt have any problems. I then received a letter from Loancare dated XX/XX/XXXX stating the previous notification I received from Loancare that the servicing of my loan being transferred to XXXX XXXX ( XXXX XXXX ) effective XX/XX/XXXX was sent in error and that my loan would remain with Loancare. By this time, it was XX/XX/XXXX when I received that notice in the mail. I then received a delinquent notice in the mail from Loancare dated XX/XX/XXXX so I called to see what was going on and to make my payment. If I am not mistaken was around XX/XX/XXXX when I received the notice dated XX/XX/XXXX. I made the payment with the representative. I noticed after a week and the payment still hadnt come out, I called back to see why my mortgage payment had not came out of my account. The representative told me I needed to wait a couple more days because sometimes it can take up to 10 days for the payment to come out. I said ok. After XX/XX/XXXX came and went, I called back XX/XX/XXXX and ask again why my XXXX mortgage payment hadnt come out of my account and why am I getting calls daily saying my account is delinquent if I have made a payment. The representative I spoke with told me that there was a dash in my account number which caused the payment not to go through. This confused me as I told her because I have been banking with the same institution for years and Loancare has always had my account number and routing number, so I am unsure how the dash got there. That representative transferred me to another representative in collections who preceded to tell me I would have to pay XXXX in order to make a payment and then I would have paid a late fee because Loancare tried to send the payment to my account and it didnt go through. I told her she would not charge me XXXX and I would not pay a late fee for something Loancare didnt do because I was looking at my account and the money was there, and I have overdraft protection on my account so if the money wasnt there it still would have gone through. So, I asked to speak with a supervisor, so she said if I agree to set the payments for XXXX again, a XXXX payment and set auto draft beginning XXXX she would waive the XXXX fee and late fee. I said ok because I just wanted my mortgage paid. The confirmation number she gave me were XX/XX/XXXX payment XXXX, XX/XX/XXXX payment XXXX and XX/XX/XXXX auto draft. The daily phone calls continued, it was just an automated system saying contact Loancare. When I called XXXX the automated system would tell me my loan balance was XXXX and then ask if I wanted to more options and of course every time I chose to speak with someone. Every time I would contact Loancare I would get a different answer about why the payment hadnt come out. Then XX/XX/XXXX I received a packet in the mail dated XX/XX/XXXX about receiving financial assistance, so I called, the representative told me not to worry about anything because Loancare had an open case on me and everything should be settled by XX/XX/XXXX. I asked him if I needed to send them a Cashiers check because it was evident that there was a problem with their system. He said no it should be fixed by XX/XX/XXXX, I said ok, but I also said let me call XXXX XXXX to see if they have my mortgage. XXXX XXXX said no, your mortgage was transferring to XXXX XXXX but Loancare said it was a mistake and it didnt fully transfer. XXXX XXXX stated in their system it just shows my mortgage as onboarding and that was for XXXX. Since it was the holidays, I said I would be patient and wait to see if the money came out after the holidays. Then XX/XX/XXXX, the mailman brings me a certified letter from Loancare stating my mortgage loan is past due and in default. The letter states, I need to be advised that an inspection of the property securing the loan will be requested before the end of this month due to the delinquent status of my account. I may be responsible for the payment of a fee for this service. The letter goes on to say I need to contact the Collections Department as soon as possible so we can schedule a face to face meeting before the third monthly payment is due on XX/XX/XXXX. Then XXXX XXXX some man is ringing my doorbell repeatedly early in the morning as if I dont work. So, I finally go answer and he says Loancare sent him to give me this paper. I told him to take the paper back Loancare and tell them I said that and slammed my door. I then called Loancare apologized to the representative and became very irate. The representative and her supervisor tried to figure out what was going on with my account and tried to set up more payments but this time a little honesty came out. The payments hadnt been going through because they couldnt be submitted because in Loancare system it shows my mortgage is with XXXX XXXX and you cant have two servicers. Per the representative, it was allowing them to set the payments up but not allowing them to submit the payments. I was then told the issue would be escalated to another department because they couldnt assist me, and someone would call me back XX/XX/XXXX. I did receive a call XX/XX/XXXX but it was to discuss short sell options for my house. So, again I became irate because Loancare has my mortgage payments in their system and they are calling me about short sell or other options. So, I was transferred to about four different people and had to tell my story to everyone and no one could help me. Everyone I talked to look in the system and would say, your right you shouldnt be getting those notices or calls because I can see where your payments have been set up. The last person I was transferred to was a supervisor in loss mitigation. I knew she was lying, and I let her know I knew she was lying because she proceeded to tell me that my loan was with XXXX XXXX because Loancare doesnt send out letters like the letter they sent me dated XX/XX/XXXX so that had to be a scam. I asked her at that point if she would like for me to scan the letter and email it to her because I was still at work and it would be no problem. Needless to say, she told me she would send me the welcome letter from XXXX XXXX because Loancare doesnt have my mortgage loan and she verified my email address. Lets just say its XX/XX/XXXX and I have yet to receive the email. I called XXXX XXXX back XX/XX/XXXX just to verify what the lying supervisor who works for Loancare was saying. So, XXXX XXXX verified again that they dont have my mortgage loan but the person I spoke with transferred me to a supervisor who said someone would call me XX/XX/XXXX. I did speak with someone from XXXX XXXX XX/XX/XXXX and told her everything that happened from the beginning. She said give her a couple hours she needed to reach out to Loancare and their onboarding department to find out exactly what was going on because they dont have my mortgage loan. The person from XXXX XXXX did call me back and verified that XXXX XXXX does not have my mortgage loan, that they were supposed to get it but Loancare said it was a mistake and never transferred it to them so the only thing they have is a skeleton case. Then at XXXX XX/XX/XXXX, I received an email from Loancare with a ticket number and a welcome packet dated XX/XX/XXXX. Besides the date being wrong all the information in the welcome letter is wrong. My mortgage payments are wrong in the welcome letter and still I havent received a phone call. Also, after talking to XXXX XXXX XX/XX/XXXX I called Loancare back and spoke with a representative who again told me the reason my payments were not going through was because every time someone went into my account, they were doing maintenance on my account which was causing the payments not to go through. Again, I listened and went with this false truth and she asked if I would be willing to set up a payment for XXXX because thats two months and I said sure because I havent once said I couldnt pay my mortgage. The confirmation number she gave me was XXXX. She again verified the same account number and routing number I have been using since I bought my house and said she would call me XX/XX/XXXX and verify if the payment went through or if it didnt, she would escalate it to another department but either way she would call me. Its XXXX XXXX  XX/XX/XXXX and I have not received one call from Loancare. When I got off work yesterday there was a notice in my door letting me know that, At the request of Loancare, XXXX XXXX XXXX, an independent field inspector performed an inepction of the property. If the property is occupied, Loancare requests that you please contact their Customer Service Center at XXXX. At this point I am just tired!!!!! This is beyond embarrassing, its harassing, poor customer service. If Loancare wants their property they can have it, I DO NOT and WILL NOT accept this going on my credit when I have set up numerous payments. I have talked to numerous representatives, I have talked to representatives while at work, not having a place to go so people wouldnt be in my business because this needed to be handled. Still no results. Now I still must sit at work today, try to figure out where me and my child will live because a company just has poor customer service, and nobody wants to reach out and say anything but that they did an inspection of the home. Its not my fault that Loancare doesnt have an adequate system or staff that will escalate problems so that accounts are paid before it gets to this point. This is just poor customer service period. I have called Loancare repeatedly beginning in XXXX and its documented in their system the representative read that to me when I called XX/XX/XXXX this has gotten nowhere. I work with the public and know this is not the way to handle business by no means. When I first called in XXXX the beginning of XXXX this case should have been sent to someone to fix it or a ticket called in on it. Instead, I get harassed the entire month of XXXX. This is sad, poor customer service. I been working in customer service for 14 years and never have a seen anything like this. Then to be told my loan is with another company by a supervisor, I am a supervisor for my company. Yet the same company she works for turned around the next day and did an inspection on my home. Makes me wonder if her and her children have a nice warm home to sleep in without any worries.

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