Consumer complaint received 2021-03-18
Company: LoanCare, LLC
State: RI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2021 I received a letter from Mortgage provider, LoanCare a XXXX XXXX ( " Lender '' ), stating they have not received my XXXX Mortgage Payment of {$2100.00}. Upon receipt of this letter I contacted the Lender by telephone XX/XX/2021 I spoke with a Representative advised her I checked my online bill pay site with XXXX XXXX XXXX XXXX " XXXX '' ) which showed the money was electronically transferred to LoanCare on XX/XX/2021. The LoanCare XXXX provided me with an address for the XXXX XXXX team and provide to them a copy of the letter I received, confirmation the payment was paid, copy of my XXXX Bank Statement reflecting the {$2100.00} money debiting my account. I email all these documents to XXXX. On XX/XX/2021 I received an email from the Payment Research Team requesting a copy of the check ( front & back ) as proof of payment, I don't have this was an electronic transfer. I then contacted XXXX XXXX XXXX directly informed them of the situation and the XXXX XXXX XXXX Representative sent a direct response to LoanCare with additional information label " proof of payment ''. On XX/XX/2021 the XXXX XXXX sent me by email the Proof of Payment therefore I forwarded this " proof of payment '' along with my XXXX Bank Statement and electronic bill pay confirmation from XXXX bill paysite. On XX/XX/2021 I received a letter from LoanCare - titled NOTICE OF MEDIATION CONFERENCE PURSUANT TO R.I.GEN LAWS 34-27-3.2 to contact their Loss Mitigation regarding my missed loan payment. On XX/XX/2021 I sent an email to XXXX and cc 'd the Payment Research Team. In the email I provided again the " Proof of Payment '' from XXXX, copy of my XXXX Bank Statement, the first letter I received from LoanCare, the electronic transferred from the XXXX XXXX XXXX and a copy of the email I sent to XXXX dated XX/XX/2021. I received an email dated XX/XX/2021 @ XXXX from a representative at the payment research team, XXXX XXXX XXXX XXXX Customer Support Research XXXX, stating the case has been reopened and will provide an update. On XX/XX/2021 @ XXXX from the Payment XXXX XXXX XXXX they received my inquiry regarding my mortgage account and issue has already been address. On XX/XX/2021 @ XXXX I responded to Payment Research Team and put in the body of the email XXXX XXXX XXXX XXXX, copied the response and asked if someone could provide a status on my account, what has been done and if they found the {$2100.00} XXXX Payment and applied it to my account ( no response ). XX/XX/2021 I received a Letter from Rhode Island XXXX - Request to Appear at Mediation Conference. I sent an email on XX/XX/2021 to the Rhode Island XXXX - XXXX ; XXXX XXXX XXXX XXXX XXXX, in that email I attached in that email my email to the XXXX and the proof of payment from PCU. In the contents of the email I again explain how the money was deducted ( {$2100.00} XXXX from account on XX/XX/2021 and I can't seem to get anyone from LoanCare to locate the missing payment and apply this money to my mortgage account. Can someone please help me?

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