Consumer complaint received 2020-12-28
Company: LoanCare, LLC
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I am having problems with my mortgage company ( LoanCare , LLC ). I always pay my mortgage with a money order and I never had any problems. In the month of XXXX, I sent as usual the payment via money order and via XXXX with tracking number for my security. To my surprise, they lost my money orders and I had to open a Credit Disputing case that was never resolved by them. 

I always send payment to their XXXX XXXX and according to the XXXX the money orders were delivered to their XXXX XXXX XXXX XX/XX/2020 at XXXX pm. 

When I realized after a few days that they had not applied the payment as they always do, I decided to call and they asked me to open a Credit Disputing case to do a search and submit to them proofs such as a copy of the original money orders sent, tracking number XXXX etc. I sent everything to them online ( copy of the original money orders and the XXXX receipt with tracking number ), where anyone can check the date the money orders were delivered to them. On the XXXX of XXXX, 2020 at XXXX pm. 

On the XXXX of XXXX, after opening a case on Credit Disputing, I received an email from them saying that my case had been referred to the credit department that analyzes these cases. 

On the XXXX of XXXX I decided to send an email again online to their credit department because they had not told me anything else. 

That same day when I spoke to a supervisor named XXXX, she said that I was not to worry that they would not report anything to the credit companies as it was a problem caused by them. 

To my surprise, I received a notification from CreditWise ( XXXX  XXXX ), saying that they ( Loan Care ) had reported negatively as Delinquent Alert. My credit, which was almost 800 for a long time, dropped to XXXX. It was a disaster in my life as I was about to refinance my other home and I couldn't. I have XXXX small children and I was desperate with this situation. I always paid my bills on time. 

On XX/XX/XXXX, when trying to pay the XXXX mortgage, their system was forcing me to pay the XXXX mortgage that was lost by them, so I had no other choice and ended up paying the amount of {$4300.00} ( referring to XXXX and XXXX ). It was a loss, as we are in a pandemic and they have never had any compassion to solve this problem that was caused by them. 

On the XXXX of XXXX I received an email from them saying that my case had been reviewed and completed. 

During these periods I was constantly calling them to follow up and talking to supervisors at the top time. At the beginning of XXXX, I spoke with another supervisor who told me that they were going to fix this problem and that everything would be solved by XX/XX/XXXX. To my surprise, on XX/XX/XXXX I received the same email that I received on XX/XX/XXXX just saying the same thing, that my case had been reviewed and completed. 

For several times that I called and spoke with representatives and especially supervisors, they always said that they recognized that they received the payment in time but that due to some problem that they can not say what it is, the money orders were not found. 

After waiting almost 60 days, I was advised by one of the supervisors to lose a refund to XXXX as they did not find my money orders that were delivered to their XXXX XXXX . 

I had to wait almost 30 days to receive a refund from XXXX. 

Today, XX/XX/XXXX, I called to follow up on my case and to my surprise another supervisor called XXXX, told me that my case was closed on XX/XX/XXXX and that the department that was analyzing it decided to their favor and not mine. Be very indignant because I spent 2 months waiting to fix the problem with my credit and in the end they did nothing.

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