Consumer complaint received 2016-12-15
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
It is my understanding that an incorrect amount is being withdrawn from my escrow account due to the tax information being incorrect in my file with my mortgage co. 
Escrow details : Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$260.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Statement dated XX/XX/XXXX lists Taxes and Insurance amount owed as {$430.00}. 
Total : {$3700.00} Correspondence : I called customer service in the beginning of XXXX to inquire about my bill and the customer service representative informed me the taxes had been figured incorrectly, but would not be able to be re-evaluated until XXXX XXXX. 
I called XXXX to discuss the problem and they informed me that my mortgage company was over paying the tax bill for my property. 
I have sent multiple emails with no response and have spoken with Customer Service more than nine times in the past two months, each time getting a different response. 
o XX/XX/2016 : I was told this issue would be resolved by XX/XX/2016 and I was not to provide any documentation. 
o XXXX XXXX XXXX : I inquired and was notified that the issue would be resolved within the next two weeks or XXXX. 
o XXXX XXXX : I inquired and was told that the issue would not be resolved until the tax department had proof. 
o XXXX XXXX : I requested the township fax over proof that the correct parcel ID. They faxed the information over the same day I called. 
o XXXX XXXX, XXXX : I called and was told the issue is still being worked on and that they would push it to their supervisor and make it urgent. 
o XXXX XXXX XXXX : I called and was told this matter would be resolved by the end of the week. 
o XXXX XXXX, XXXX : I called and was able to talk to a manager who claimed that she would send an email to another department and that I would get a call as soon as there was a status change. I did not receive a call. 
o XXXX XXXX XXXX : I called and was told I was being forwarded to the manager and then the call was disconnected after being on hold for two min. 
o XXXX XXXX XXXX : I called and was told that the matter will be resolved by XXXX XXXX XXXX and that everything including my refund check will be all " roped '' into one issue. I was also told that I was not able to talk to a manager and that I could have a manager call me back. This issue has not yet been resolved. 
My mortgage payment has increased {$180.00} a month for a total of {$1600.00} collectively over the past 9 months. My account should have been flagged back when the XXXX taxes were paid as the township sent a refund check for over payment back to the mortgage co. This costly mistake was made by my mortgage company and there has been nothing substantial done to remedy the situation.

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