Consumer complaint received 2021-10-28
Company: LoanCare, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XXXX we were noticed by Loancare that they had not rec 'd our mortgage payment, we immediately contacted them that the payment, check XXXX for {$460.00}, was mailed XXXX XXXX. At any rate we mailed a check immediately in the amt. of {$980.00} via registered mail to cover the paymt that had not arrived and for the next month 's payment plus the late charge. We then learned that Loancare had noticed the credit bureau that we were " delinquent '' resulting in the deminishment of our credit rating!!! Fast forward to present ... On this month 's bank statement that we use solely for the property I noticed a check XXXX for {$460.00} had gone thru. Our current payment w/loancare is now {$500.00}, but I remembered the amt. as that of the former paymt. 
Loancare did not contact us stating the XXXX XXXX XXXX check had been applied. 

The {$460.00} check showed up in our statement. We went to our local bank to obtain a copy of the check, the one dated XXXX XX/XX/XXXX the reverse side shows it deposited XXXX XXXX XXXX this also confirmed by talking to a Loancare person. We received no information as to whether/how this amount would be applied to our acct. Loancare would not provide us with any information on when they received the payment, nor how it was processed. Loancare should have a record of when they received the payment, by copy of the envelope and copy of the payment notice sent by us as required. 

However that person seemed to imply I needed to " prove '' where the check had been all this time... I told that person they needed to prove it was not mishandled in their office! AT any rate we feel we have been wronged in that Loancare did not notify us about the " errant '' check arriving nor did we have any say how that overage was to be applied. Loancare has an email address for us because we have asked affirmation of payments rec 'd due to the former mishap. This is mention to illustrate how easily we could have been informed in this matter. Only we have made contact tho " loancare seems to put responsibilty on us for cleaning up their mishandling. Upon receipt of that " late '' check we should have been notified, we should have had a say in how that amount should have been distributed. I would have preferred those funds be applied to the escrow account. I feel Loancare should retract the report to the credit bureau so our rating can be refurbished, I feel Loancare should reimburse our late charge. We were not remiss in payment as our payment history w/that company can establish. Our current bank statement shows that we are currently writing checks in the XXXX 's, quite a discrepency from the XXXX. We have gone to great lengths to try to have Loancare clear our names in this matter but they say it is our responsibility. 

Please contact us and let us know what additional information is needed, if any, to help you in the complaint.

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