Consumer complaint received 2018-12-03
Company: LoanCare, LLC
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX, I received my annual escrow account disclosure statement. On the statement I was notified of a XXXX increase in my monthly mortgage payment. The statement references a current negative balance and 12 month payment plan to bring my escrow into a positive balance. 
When analyzing the reason behind the increase in monthly due, I discovered that payments made in XX/XX/XXXX were higher than what they should have been. The account history indicated that no payment was made in XX/XX/XXXX when my county taxes are typically due. However they list two ( 02 ) payments made in XX/XX/XXXX for the normal amount ( {$2300.00} ), and a third payment to county taxes in XX/XX/XXXX for the amount of {$2500.00} ( a {$230.00} increase over normal taxes ). According the country website that tracks taxes on every property, a late fee was charged to my account for XXXX for an unexplained reason. 
I wrote a Error Resolution Notice on XX/XX/XXXX and received a response letter dated XX/XX/XXXX. In their response they admitted to inadvertently paying an extra XXXX from my escrow account. However, they also indicated that this affair is my responsibility as the escrow disbursement form I signed indicated no payment due till XX/XX/XXXX. While this is technically correct, what is missing from their thorough Investigation is that their company financed the XX/XX/XXXX taxes into my home loan. The money was financed with the explicit purpose of property Taxes Parcel # xxxxxxx EST to XXXX County Recorder. Further, {$1200.00} was financed with the purposes of frontloading the escrow account for the XX/XX/XXXX tax and Hazard insurance payments which was to be paid in XX/XX/XXXX as agreed per the afore mentioned disclosure statement. 
A phone conversation was conducted with an Official at the XXXX County Treasurer Office on XX/XX/XXXX.  During this conversation he confirmed all taxes paid on my property. He also confirmed that all tax payments in XX/XX/XXXX,  prior to my refinancing with loan care, were made on time for that year ( XX/XX/XXXX and XX/XX/XXXX in the amount of {$2300.00} ). He then confirmed that no tax payments were received after XX/XX/XXXX until the 3 payments were made in XX/XX/XXXX/XX/XX/XXXX. This means that the {$2400.00} that was financed for the purposes of paying my taxes was never sent to them as intended. Since there is no record of it being placed into escrow or back into my account. I must assume that Loancare has misplaced these funds. 
The XXXX County official also stated that the refund was noted in his records as sent to Loancare on XX/XX/XXXX.  As of the date of this writing ( XX/XX/XXXX ), no funds have been shown to have been reimbursed to my account. So they have either misplaced the refund, or have taken an abnormal amount of time to credit and fix my account. 
It should also be noted that this refinance was done through Loancare to refinance a loan held by Loancare. No other companies were involved.

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