Consumer complaint received 2017-02-04
Company: LoanCare, LLC
State: OK
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I received a letter from XXXX County on XXXX XXXX, XXXX stating that my property taxes had been requested from a mortgage company but, have not been paid. I contacted LoanCare on XXXX XXXX at XXXX central as I was listening the recording I discovered that I was past due. I spoke to XXXX # XXXX who argued with me about my past due status. She I asked her why I had not received any notices if I was past due? She verified my address, which was not correct. I asked who authorized a change in address ( which is not different from the collateral address ) she informed me that they had received returned mail and changed it to the forwarding address. I questioned why I would not receive a courtesy call before changing the address, there was no answer just an insincere trained apology. I was then transferred me to XXXX # XXXX who went to look into the problem of my past due and hung up or dropped the call. I called LoanCare back on XXXX XXXX at XXXX when I spoke to XXXX # XXXX who was very helpful and discovered that my XXXX payment was applied incorrectly by LoanCare to all principle. She informed me that they would have to reverse all the payments and then reapply them, reverse the late fee, and correct my address, all of these things would be corrected by XXXX XXXX She also said she would correct my credit by XXXX XXXX, and insured me I would receive a letter once complete. I then spoke to her about my original reason for the call my property taxes paid out of my escrow account. She said that she saw where their third party company XXXX requested the property tax information but, it was not paid. She told me that she would put in a request to add a line for the XXXX escrow and get them paid before the analysis in XXXX. She shared with me that this too would be complete by XXXX XXXX, XXXX. On XXXX XXXX, I called LoanCare again @ XXXX and left a call back number. I never received a call back. At XXXX I called again and spoke to XXXX XXXX XXXX he told me the address had been corrected, but the late fee and payment reversal had not been done that LoanCare was behind, he PROMISED me they would be done by XXXX XXXX. On XXXX XXXX, I called LoanCare and listened to the recording where I discovered that I was still past due, I still had a late fee, and I had paid {$0.00} in taxes for XXXX. I spoke to XXXX # XXXX who spoke to the credit department and once again PROMISED me that they were making the reversals " right now '' and the credit would be fixed in the morning. She told me she would call me in the morning between XXXX and XXXX central time to confirm it was fixed but, would have to forward my request to the escrow department. SHE DID NOT CALL. On XXXX XXXX, I received the escrow analysis in the mail ( the XXXX XXXX told me would n't be done until XXXX ) that included an overage check. Which I would not get if they would have paid my taxes. I have had no further contact.

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