Consumer complaint received 2021-05-11
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I closed on my first home on XX/XX/21. My original loan servicer was XXXX XXXX, my first mortgage payment was due on XX/XX/21. I received an invoice from XXXX XXXX on or around XX/XX/21 and paid my first mortgage payment online in the amount of {$1800.00} ( {$1800.00} for loan and {$2.00} in principal ) on XX/XX/21. This payment was posted to my XXXX XXXX account and withdrawn from my checking account on XX/XX/21. On or around XX/XX/21 I received a letter from XXXX XXXX indicating that effective XX/XX/21 my loan was being transferred to Loan Care and beginning on the transfer date any payments would need to be make to Loan Care. I called XXXX XXXX to inquire about the payment that I had already made, they mentioned that it would be transferred to Loan Care. I signed up for the Loan Care online portal in order to check the status of the transfer because according to Loan Care, my first payment was due on XX/XX/21. On XX/XX/21 I noticed that the payment had not yet posted, so I called Loan Care and spoke with XXXX, he mentioned that the payment transfer had not yet been received. On XX/XX/21 at XXXX PST I spoke with XXXX from XXXX XXXX and she assured me that the payment had been sent to Loan Care. However she said that she would escalate the issue and and have someone call me within 2-3 business days. On XX/XX/21 at XXXX PST I called Loan Care and spoke with XXXX , he said that the payment transfer had not yet been received. On XX/XX/21 at XXXX PST I called XXXX XXXX and spoke with XXXX . He stated that according to their records the payment had been wired to Loan Care on XX/XX/21 as a bulk transfer of {$8000.00} ( {$1800.00} of which was my loan payment. He provided me with reference # XXXX. I called Loan Care on XX/XX/21 at XXXX PST and spoke with XXXX . I provided her the reference number that XXXX XXXX had provided me. She submitted an inquiry into the payment and stated that I should receive a phone call or e-mail in regard to the resolution of this inquiry within 3 to 5 business days. She assured me that the mortgage account was still under RESPA and any late payments would not negatively affect me. I never received a response from Loan Care in regards to this inquiry so I called back on XX/XX/21 at XXXX PST and spoke with XXXX . According to the information that XXXX pulled up, it was noted that Loan Care needed me to provide proof, in the form of my bank statement, through e-mail. She advised me to e-mail XXXX and include my loan number and that the ticket had a task date of XX/XX/21 but she thought it would be completed before then. Upon hanging up with Loan Care, I immediately e-mailed them a copy of my bank statement where it showed that XXXX XXXX had withdrawn the funds along with an invoice from XXXX XXXX dated XX/XX/21 indicating that I had paid my first payment. I received an email from Loan Care with a ticket number, but never received anything in regards to a resolution and the payment was not posted to my account. At this point I was already showing as almost two months late on mortgage. On XX/XX/21 I made, what should have been, my XXXX payment to Loan Care. This payment was immediately posted to my account, however my due date was moved to XX/XX/21. Indicating that Loan Care had still not posted my XXXX payment and was showing me as a month behind. On XX/XX/21 at XXXX PST I called Loan Care to follow up on the status of the pending ticket. I spoke with XXXX who said that the task date had been pushed back to XX/XX/21 and to call back on that date because the payment had not yet been posted. I called Loan Care back on XX/XX/21 at XXXX PST and spoke with XXXX . She said said that the ticket had not yet been closed out on their end. She transferred me to a supervisor named XXXX for further assistance. XXXX stated that due to the amount of time that I had been waiting for the payment to post that she would open an escalated ticket, and that this type of ticket could only be opened by a member of management. She told me that she would e-mail me the ticket number so that I could reference it at a later date if need be. She also told me that someone would reach out within 3-5 business days of the ticket being opened. I mentioned to her that I had e-mail my bank statement and proof of payment to them on XX/XX/21. She searched through her records and indicated that she found my e-mail and the attachments and that she would reference the ticket number in her new escalated ticket. I never received the e-mail with the ticket number, therefore today ( XX/XX/21 ) at XXXX PST I called Loan Care to inquire about the ticket and see if someone could provide me with the ticket number so that I could reference it later. I spoke with XXXX who said that she did not see anything about an escalated ticket. She transferred me to a supervisor named XXXX, who also could not find the ticket that XXXX had opened. Therefore she decided to open a new escalated ticket and she provided me the ticket number. XXXX mentioned that when I provided her my e-mail ticket number she was able to find the e-mail and attachments with the proof of payment that I had sent on XX/XX/21. She stated that this new ticket that she opened should close on XX/XX/21 and to keep checking back on the portal to ensure that the payment in question is credited to my account. I have been going back and forth with this mortgage company for over a month. My RESPA period ends on XX/XX/21 and I fear that the payment will still not be credited to my account which will negatively affect my credit score.

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