Consumer complaint received 2020-08-03
Company: LoanCare, LLC
State: SC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
In XX/XX/2020, we discovered that our county had placed us in an incorrect tax bracket, causing our real estate taxes to dramatically increase. I contacted a supervisor with Loancare, and during our conversation, discovered the cause and the method to correct the tax issue. Since it was going to take time for a new escrow assessment to be completed, and the fact that our county offices were closed down due to COVID-19, I asked the supervisor how we could prevent it from appearing that our mortgage account was over 30 days past due which would initiate reporting to the credit bureaus. The supervisor stated that she would place 3 months of credit suppression on the account to prevent the negative reporting to the credit agencies. 

In late XX/XX/2020, while on a call with another rep. regarding the escrow issue, I discovered that credit suppression was never applied to our account as we were told, and that negative credit reporting had indeed occurred. I was transferred to another supervisor who actually pulled the recording of the XX/XX/2020 phone call and confirmed that I was told by the first supervisor that " 3 months of credit suppression '' would be placed on my account, which should give ample time to repair the escrow issue. 

Fast forward to the present, XX/XX/2020, and I am still attempting to get the company to correct the negative credit reporting that should of never happened to begin with. I have spoken with more that 5 supervisors, spent hours on the phone ( nearing 8+ hours as an estimate ), been given promises of call backs, and one supervisor named XXXX XXXX even told me to call him after a certain number of days and he would help with follow-up. He is now not answering my calls. The final supervisor I spoke with in late XX/XX/2020 said she was again submitting a request to have my credit corrected, and that I would get a call back in 5-7 business days. Once again this has not occurred. I feel I have given Loancare every possible opportunity to make this situation right, and am baffled by the lack of attention, follow-up, and failure to assist a customer with a simple matter that is impacting me financially. Bottom line is I was promised 3 months credit suppression on a recorded call, and the failure to implement this has caused months of stress and aggravation as I have spent hours attempting to get this resolve in a civil manner. 

Although Loancare 's reps have been polite and reassuring on the phone, the simple fact is I have been deceived multiple times, and feel that my issue simply isn't worth their time. Having a background in customer service and as a personal banker for several years, I am appalled at the level of dismal service I have received, and only hope no other customer has to suffer their attempts to correct problems. I simply seek resolution to their mistake so that I will be financially whole. 

As a final attempt at resolution directly with the company, I just competed another call to Loancare that was 1hr 13min in duration. I spoke with a very polite supervisor named XXXX ( rep # XXXX ) who stated she was again submitting an escalated request to repair, and included the initial recording of the XX/XX/2020 call including timestamps referencing the initial supervisor promising credit suppression ( footprint # XXXX accessible by supervisors only ). She stated that I should see resolution in some form on my account by XX/XX/XXXX, and would have to call in to find out what it is if I do not receive an email. I am continuing with this filing for the simple reason of being given the same information several times now hoping that resolution would actually come.

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