Consumer complaint received 2019-08-06
Company: LoanCare, LLC
State: AZ
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Loancare purchased my VA loan and began scamming me with extra fees that are not on my contract. Once I asked LoanCare to delete those fees, they used my escrow account to pay them off instead of deleting them and didn't officially notify me. XX/XX/XXXX I called loancare because they were charging me for property taxes for which I'm exempt and the escrow agent informed me that loancare was using my escrow account to " catch up '' on my balance. I shouldn't have had a balance due because I paid the " amount due '' from my online account every month through XX/XX/XXXX. The escrow agent lied and told me that loancare called the XXXX County tax office and the tax office said, " You're only a little bit XXXX so you're only exempt for {$300.00} in taxes ... ... .I 'm not sure the office would be willing to call them again. '' I have emailed loancare through their website several times and didn't receive a response until my XX/XX/XXXX email in which I detailed the extremely poor customer service and requested a refund for the amount that I overpaid.I have provided an image copy of the tax exemption notice provided to me by XXXX County Tax Assessors three times. ( XXXX -- XXXX, XXXX -- XXXX and XXXX -- XXXX ). This company continues to pretend that they dont know the amount of my exemption. An email in response to ticket number XXXX date XX/XX/XXXX states : As confirmed with the tax office you have an homestead exemption for XXXX. The estimated amount of taxes are not available as of yet. Tax line already updated with the last installment amount of taxes paid.Your request has been marked resolved and this ticket has been CLOSED. This matter has not been resolved. I was not contacted about closing my ticked because my account adjustments havent been made. It is ridiculous to believe that contact with the tax office didnt provide my exemption amount in one phone call.Their response was they are aware that I'm exempt from property taxes, but they don't have the exemption amount yet. That's a lie. It's not possible that loancare contacted the tax office and didn't receive the exemption amount. In addition, I have sent loancare copies of the tax exemption notice from XXXX County stating the amount for tax exemption four times, but they ignore them. Loancare is intentionally overcharging me. I have taken a screen shot of my balance due every single time I've logged on to my account, screen shots of every message that I've sent to loancare and other pages of my account to include the confirmations for any correspondences I've submitted. 
Loancare decided to send my coercive paperwork implying they would foreclose my home even though I've made the correct payments according to their online pages and paid at least {$390.00} over my monthly amount due. I received a letter dated XX/XX/XXXX, stating that my mortgage is now two months past due, and we have not received a satisfactory response to our previous request for payment or communication regarding the above listed loan..Please be advised that the total amount due is {$2000.00}. With this correspondence a line item explanation of charges should have been provided. It was not, but loancare expects me to pay whatever amount they send on a sheet of paper. My online account doesnt show this amount, but XXXX, which I have been paying. Out of force-of-habit, I was paying the previously set payments of {$1600.00}, from XXXX. Once I noticed my mistake I sent in two extra amounts of {$25.00} and {$54.00} to cover the differences. However, this new payment amount is due to taxes added and I shouldnt be paying taxes as I am exempt for $ XXXX I have made every single payment amount as shown on my online account window up to XX/XX/XXXX. Two weeks after these foreclosure warnings with documents requesting my financial obligations, loancare sends me documents declaring my loan in default with an amount not shown online just like all the other declarations. I've been contacting loancare since XXXX and they refuse to fix the issue. Just like XXXX XXXX XXXXXXXX prior to the real estate market crash when that company conned homeowners into foreclosure. Military XXXX veterans shouldn't have to be concerned with companies scamming them for the little money that we receive. I simply requested to be charged the correct amount and loancare continuously ignores me.

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