Consumer complaint received 2015-12-28
Company: LoanCare, LLC
State: KS
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage servicer is XXXX XXXX XXXX, XXXX, but my monthly mortgage payment is sent to LoanCare. All communications regarding this concern have been directed to LoanCare, which is the customer service phone number listed on my mortgage statement ... XXXX. 
I sent the attached documents via fax to LoanCare on XXXX/XXXX/15, because an error had been made on my escrow account by LoanCare that showed on an Annual Escrow Account Disclosure Statement I received in the mail dated, XXXX/XXXX/15, stating that I had a shortage of {$1100.00} in my escrow account. Through my investigation of this error, I learned that LoanCare had received a Balance Due Notice from my insurance company, and without just cause, LoanCare changed the homeowner 's insurance premium on my escrow account to the amount that was showing as the balance due, even though it was not a Declaration Statement stating a premium change. Several customer service representatives at LoanCare that I have spoken with about this issue have admitted that the error was made on their end, but refuse to have the issue reviewed by anyone higher than a lower-level supervisor at LoanCare and to-date, no action has been taken to correct the issue. LoanCare representatives informed me that I could spread the escrow shortage payments out further, if I had difficulty making my mortgage payment as a result of the error. I do not need extra assistance making my payment. I want an executive at LoanCare to admit that a serious error had been made and to make it right, which means that LoanCare would be responsible for, up to and including depositing any missing funds in my escrow account that occurred as a result of this error. They are supposed to be the experts. Furthermore, they were entrusted to manage those funds honestly and accurately and should neither be excused from any error that was made with money that I had already paid-in, nor expect me to pay the difference of any money that should have been accrued in my escrow account from the time the error was made through the present. 
Another concern arose after I sent the document and attachments to LoanCare via fax on XXXX/XXXX/15. I contacted LoanCare via phone on XXXX/XXXX/15 to follow-up and ensure that the documents had been received that I had sent via fax. I was told my fax had been received. I asked how long it would take for my concern to be reviewed -- 15 days, 30 days, 60 days -- and the customer service representative informed me that LoanCare does not have a specific time requirement or policy for reviewing complaints/concerns, and that I would not receive any type of notification after it had been reviewed, but I could call back later to see if it had been reviewed. The representative also informed me that they do not really have a, " Customer Service Escalation-Notice of Error '' department or a specific employee assigned to these types of concerns -- it 's just whoever is available to review it. The LoanCare automated system specifically stated that these types of concerns needed to be sent to the fax number listed on the fax sheet that 's included in my attachment, and that any duplicate documents WOULD NOT be reviewed, so I could only send it once or risk LoanCare not even reviewing my concern. I was also informed during this phone call with the LoanCare customer service representative that LoanCare would not be responsible for replacing or depositing any funds into my escrow account, regardless if the error was made by LoanCare. I have done all that I feel I can do as the homeowner in relation to this concern, and I am requesting assistance from the Consumer Financial Protection Bureau to assist me in having my concern reviewed and resolved with LoanCare/XXXX, XXXX.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation