Consumer complaint received 2016-08-23
Company: LoanCare, LLC
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My loan with XXXX was sold to Loancare aka XXXX XXXX XXXX XXXX. Prior to being sold XXXX sent me a shortage statement in XX/XX/XXXX in which they added my " Special Assessment Tax '' ( SIDS ) to my loan. This increased my monthly mortgage payment by {$110.00}. This tax has never a part of my escrow/mortgage payments and I have always made these payments myself. I received no notification from XXXX that this was being added to loan. Every time I called I was told " you need a buffer in your account incase you ever go short ''. I did not actually figure out what this {$110.00} was until MONTHS went by of going round and round with XXXX. I spent over hour on phone with supervisor going through every line item. This was sent to their research department ( more waiting ) then their agent XXXX finally completed the research to remove the tax, but oddly.. they now sold my loan and could not adjust this line item off my account. 

Starting over now with Loancare..On XX/XX/XXXX, with XXXX agent on phone, we ( XXXX & I ) called Loancare together and explained that the Tax item needed to be removed from my loan. They said I needed to fax this all in to them, plus give them authorization to speak with XXXX agent. This was all done on XX/XX/XXXX. Since that point I have faxed, entered tickets, emailed, and called at least 11 times to Loancare to get this line item removed from my account. XXXX at XXXX even tried calling Loancare twice to try and help me! When I call Loancare I am told Supervisors will call me back, they never do ; I 've opened tickets that no one knows how to look at on the customer service line. I 've been hung up on, and put on hold for longer than 30mins. 

I then on XXXX I received an email that Loancare made this {$250.00} Tax disbursement payment for me. I immediately responded to that email and got an answer back that a ticket was created and someone would respond ; no one did. Loancare had since XXXX to fix this issue, with my fax and open ticket. During this time I called on XX/XX/XXXX,XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX XXXX 's. This payment was also over a month early as the payment was not due until XX/XX/XXXX. 

The Tax /SIDs payment break down like this. 
XX/XX/XXXX I paid XXXX - then Cenlar paid XXXX XX/XX/XXXX No One Paid due to credit XX/XX/XXXX Loancare paid {$250.00} on XX/XX/XXXX. 
From XX/XX/XXXX - to date I have paid over {$1100.00} for this " shortage ''. Something is very wrong! 

I can provide all the listing of dates and times, agent id 's from both XXXX & Loancare from each time I called. I also have the statement from the City showing the history of these payments for this tax and that they have ALWAYS come from me. When I called the City they told me they get calls about this all the time and 3rd Party companies are selling this information and this is how it was added to my mortgage without me knowing. 

It has been over a month since I first contact Loancare and I need help please. I can not keep sending these higher payments.

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