Consumer complaint received 2016-10-24
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
Following up on Case number : XXXX The response I received from LoanCare is inadequate! 
LoanCare DID NOT pay the hazard insurance in full as their letter stated. They denied for months having responsibility to pay for the XXXX stating they only acquired XXXX unit and not XXXX even though my account is impounded and they were charging me the full amount,. Attached is a letter from the insurance company advising that LoanCare refused to pay the hazard insurance and I called LoanCare multiple times just to be told its my liability. After finding out that XXXX out of my XXXX unit property was uninsured for the entire time since LoanCare acquired the servicing from XXXX I immediately called and paid the {$740.00} to reinstate the insurance for the property. LoanCare has not reimbursed me nor made any attempts to remedy the issue other then " fixing it in their system '' as the response letter stated. Because of LoanCares negligence if anything had happened to my properties they would not have been covered and I would have lost my investment. I need to be reimbursed ASAP by LoanCare. Attached are letter from my insurance carrier stating that LoanCare refused to pay and another letter showing that I made the payment out of my own pocket. 
The 2nd issue I need addressed is the " late '' payments LoanCare states I had. My account has always been on autopay with XXXX and I had paperless banking with them. I have never been advised of the servicing transfer and only found out about it when I received an alert from my credit reporting agency stating I had a 60 day late on my mortgage and that my mortgage servicer reporting it was not XXXX, it was LoanCare. This was in XX/XX/XXXX and I called LoanCare right away to let them know I had no idea of the transfer. They told me they sent the paperwork to : XXXX XXXX XXXX, XXXX, Ca XXXX WHICH IS NOT MY MAILING ADDRESS nor was this my mailing address when I had XXXX as my servicer. I advised the LoanCare representative and they said they would update their records and correct the reported late payments as they were not my fault since I did not know of the transfer and was under the assumption my mortgage payments were taken out of my bank account ever month on autopay as XXXX had been doing 2 and a half years without any issues. 
I am also attaching a copy of my drivers license showing my address since 2014 has been : XXXX XXXX XXXX XXXX, XXXX XXXX, Ca XXXX Since then they have failed to update my address and even on the letter they attached in response to this dispute they still have the wrong address and I still have not received any mailed correspondence from them including the servicing transfer advisory which the response letter also states that a copy of the welcome letter is attached for my records and it is clearly NOT. 
LoanCare has taken advantage of me and have failed to assume responsibility. Everytime I call no one even tried to help me. They put me on hold just to transfer me to someone else and this circle goes on until the line disconnects. 
I am proud to be a responsible homeowner and LoanCare has made it very difficult to proceed with my life especially now as I am trying to finance a vehice and have to take on much higher interest rates since they incorrectly reported me late. 
This needs to be fixed right away or legal councel will be getting involved and I will be seeking monetary damages.

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