Consumer complaint received 2020-04-17
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Sorry, I lost the notes that included over 30 phone calls and the names of the 3 separate times management agreed to correct this and that the letter was in the mail. It was an awful experience that has caused enormous amounts of stress and expense. 
I obtained a new mortgage with XXXX XXXX in XX/XX/XXXX. Per loan document my first Payment is due XX/XX/XXXX, also the date the RESPA 60-day period begins. This payment was made in XXXX and paid through their online bill pay system, no problem. When I made XXXX 's payment on XX/XX/XXXX, I used the online payment system as well ( Attachment A ). From the time the payment was sent, I didn't receive a phone call, I looked through my phone records. I didn't receive an email. The only correspondence I received arrived was XX/XX/XXXX, which I received a notice ( attachment B ) that stated that my payment was returned unpaid. I called immediately ( XXXX # XXXX ) who said she would like to help me and would have corrected, and put the bank on the phone to confirm that the check was not attempted to be processed but ultimately said that the servicing was transferred XX/XX/XXXX and she couldn't do anything. But to email confirmation to customer service, which I did. Then they stated that they did not report it late, and said to forward them copies of all 3 bureau 's showing the 30 day late ( which I sent them the 54 pages ) and it was just part of their game and every time I called I would get transferred to a different call center after someone helped me and then I could never reach that person again. I was told it was my fault for not making sure it came out of my account, we even 3 way called with my bank and they confirmed the payment wasn't attempted and that the funds were there on that date. Months of this went by, and 3 different times I was promised it was taken care of and that I would get a letter in the mail confirming it would be removed- the letters never came And when I would follow up, again I would not be able to reach the person again- even with their extension numbers and messages never returned. I have never felt as hopeless as I did at that time, with credit lines being cut and interest rates increased. And it wasn't until many phone calls and months later that it was determined that I had used the wiring routing number and not the checking routing number. The point is I would have fixed the payment and not had been late if I were properly notified. I have attached my loan application ( XXXX ) and my Buyer 's Escrow Information Sheet ( Attachments C & D ) - both which clearly label this as an owner-occupied loan with the mailing address after closing to be at the property. Phone communication with Loancare said that I had identified my prior address as the mailing address and that it was my mistake, which is wrong. Another error that was done, which brought my documented XXXX fico score down to a XXXX is that Loancare reported my loan 60 days late in XXXX ( attachment E ), which would be for XXXX and XXXX 's payment. They transferred servicing for XXXX 's payment to XXXX XXXX XXXX, in which I paid XXXX and XXXX 's payments to XXXX as the Payment in dispute above was not corrected before servicing being transferred, as they sent correspondence to the wrong address. So Loancare reported me 60 days late on a loan they weren't even servicing.

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