Consumer complaint received 2016-08-19
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage was transferred from XXXX to LoanCare, LLC XX/XX/XXXX. I was advised to send my payments to LoanCare at XXXX XXXX XXXX, VA XXXX. About 2 months later, I received a large envelope from XXXX XXXX XXXX XXXX stating that my loan number had been changed and to send my payments to XXXX XXXX XXXX XXXX, CA XXXX. I updated my electronic billpay accordingly. When I began receiving actual mortgage statements again, they were from LoanCare, LLC and they do not list any mention of Podium Mortgage. I figured that my loan had again been sold so I switched back to my LoanCare billpay for my electronic payments. What I failed to realize was the the mortgage number was different and there was a different address listed ( the one in XXXX ). For many months, my electronic payments have been received by LoanCare and deposited to my mortgage account even though the loan number and address on my billpay was different, until XXXX of this year. On XXXX XXXX, I received a delinquent notice from LoanCare. I immediately called and they advised me to send a bank statement and tracking number of the payment that was taken from my account. I sent the bank statement to LoanCare on XXXX XXXX and was given a Ticket No. to reference for all future calls/correspondence. I submitted the bank statement, proof of payment ( copy of the front and back of the deposited check, along with the tracking number. I have called a total of 7 more times and explained all of this to each representative who each give me completely different answers as to when this may be resolved. Last weekend, I received a large envelope from LoanCare stating that I was two full months delinquent in paying my mortgage and they they would be turning my over to collections for failing to pay and or communicate with them regarding this issue. I paid my XX/XX/XXXX payment to the correct address and identified the correct loan number and it was taken from my account on XXXX XXXX. During my last conversation with a representative, I was told that the ticket had n't even been assigned, no response as to how to handle the collections issue and refused to let me speak to a manager, someone in the Escalated Research Dept., or legal dept. I filed a complaint with the Dept of Consumer Affairs and a representative called on my behalf with the exact same results. They refused to escalate the call to anyone who could answer any questions. I was told I would get a call back in 48 hours. It has now been 4 days and yet again, I have heard nothing from them. I have all my documentation with names and ID numbers of the representatives I have spoken with, some who have confirmed that they have all my documentation. I do n't understand how they can steal my money and turn me into collections. I have made every attempt to resolve this matter to no avail. I have all the documentation that I would be happy to share with you if you need it for further evidence. Please help. This company is a predatory monster. I did n't choose to have my loan with them and I have no way out since they are ruining my credit.

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