Consumer complaint received 2017-06-23
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I received a supplemental tax bill for my residence which was sent to My Loan Care in XX/XX/XXXX. I followed up with My Loan Care via telephone who indicated that they will pay for the tax bill as long as we have enough money in the escrow account. I also received a confirmation email from My Loan Care on XX/XX/XXXX confirming the initial tax disbursement was made. <P/>My Loan Care failed to inform me that they would not provide payment for the second tax disbursement of {$1300.00} due in XX/XX/XXXX. I was under the impression that all tax bills were paid, as we have an abundance of funds in my escrow account. <P/>My concerns are as follows : 1. My Loan Care failed to inform me that they would not provide payment for the second disbursement. When I initially discussed the supplemental bill with My Loan Care, they confirmed it would be paid if the funds were in my escrow account and they failed to do so. <P/>2. I received a Notice of Delinquency from the XXXX XXXX County tax department. I immediately contacted My Loan Care via telephone to discuss the payment. The My Loan Care representative advised that the payment was issued on XX/XX/XXXX through Check Number XXXX and I should contact the tax department and email My Loan Care the Notice of Delinquency to make all efforts to confirm that the bill was paid. After the telephone call, I sent an email to My Loan Care through their website and an email to XXXX County tax department on XX/XX/XXXX. I also sent an email to My Loan Care on XX/XX/XXXXstating the same. <P/>My Loan Care did not at any time return my email or call me back regarding this matter or inform me that the tax bill was apparently not paid. I did not receive any response to the two emails I submitted on their website. To the best of my knowledge, the bill was paid, as the representative at My Loan Care confirmed it was paid and provided the check number from which it was paid for me to forward to the XXXX  County tax department. <P/>3. I received a telephone call from the XXXX County tax department on XX/XX/XXXXadvising that they review my records and confirmed that the second installment was never paid by My Loan Care. When I contacted My Loan Care I was then informed that they do not need to make the payment and it was my responsibility ; however, they had previously confirmed that it was paid in XX/XX/XXXX. <P/>My Loan Care has alleged that they issued me a " letter '' advising that they would not pay the second disbursement ; however, when I requested a copy, they advised that they can not send the letter to me while on the telephone or via email. I believe My Loan Care is attempting to back date a letter that was not issued, as we did not receive anything from My Loan Care stating the payment would not be made. All other letters I receive from their company are issued via email with regard to tax payments and I did not receive any emails other than the XX/XX/XXXX email stating the initial {$1300.00} was paid. <P/><P/>4. I am now being charged {$140.00} for the late payment for my tax bill due to My Loan Care 's  misinformation and failure to provide the accurate. Should the payment not be received by the XXXX County tax board by Friday, XX/XX/XXXX there will be an additional late fee and a lien placed on our residence. <P/>5. My Loan Care advised that they will talk to their tax department and inform me by Friday, XX/XX/XXXX whether the amount would be paid. When I followed up via telephone, My Loan Care indicated that they will only follow up in 72 business hours which is not until Monday, XX/XX/XXXX I am not able to discuss with the tax department and no supervisors working on the matter would return my telephone call to provide a solution. <P/>I have never paid a single bill late in my life and all of this was avoidable. My Loan Care 's lack of communication and incorrect information relayed to me has caused significant unwarranted stress. I am now XXXX XXXX XXXX and this entire circumstance has gotten out of hand due to their failure to communicate.

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