Consumer complaint received 2016-10-31
Company: LoanCare, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I closed on my House on XX/XX/2016. Everything went smooth so i thought. 5 days later i recieved a phone call From my mortgage company telling Me that my payoff was Short. They explained to Me that on the day i closed the tax payment went Out. So the following day I called the title company to find out what happened. They told me that they send the amount that was on the payoff and knew nothing of any changes. The next day I called the mortgage company back explaining that no one was aware of the change but I was willing to do whatever to clear up the problem. They told me that they ca n't do anything since they have already send the payoff back and they ca n't just except partial payment they need the full amount. So I called again the following to find out what happened to the payoff that was send back. They told me that the wire transfer takes a day and my title company should have it by Friday. So that Friday I called again since the payoff has not been received by my title company they told me they not sure why and that they should have it by the afternoon. In mean time while talking to them I conferenced my title company since they were curious as well what was going on. While on the phone I was notified that my payoff was short XXXX dollars. My title company told me to wire that amount so when they get the payoff we can just send the whole amount which I did and my title company confirmed that they received my wire transfer.. On Monday morning I emailed my title company only to find out that they still have n't received the payoff. So I called again and was notified by the first person I spoke to that the payoff was actually send on Friday not Thursday so that the payoff should be there shortly I be contacted by the cashier dept what is going on. Received no answer so called back around XXXX was told that the payoff was send off on Thursday and it should be there by XXXX that day and that s supervisor would be calling me soon soon to let me know what is going on. 3 hours later still no call so I called around XXXX after sending my title company an email to see if the payoff was send already and was told they have not received anything. The title company advised me to call again and get the fed refrence number .After being on hold for half hour a spoke to an agent who told me that the payoff was actually just send back that day few hours ago. He said he could n't get the fed reference number for me but his supervisor can help me. So he put her on. She told me that yes the payoff was just send back today. So after a heated conversations trying to find out what the real story is why am I hearing different story from the XXXX people I called and spoke to before she could explain that to me. She told me that the payoff was send back just a couple hours ago. I told her that today XX/XX/XXXX was the last day of my payoff and that the amount will change the next day and that I be charged more interest on top of the interest I been charged already because of the mess. She said she know and ca n't do anything about that. Not sure why I am I getting punished for something they messed up. She had no answer. So I asked her to get me that fed reference number. She told me she ca n't get it from her computer but has to go to the cashier office and get it and will call me right back. I 'm still waiting for that call 3 and a half hours later and will call soon again for the 4 th time. So this is where We stand at now. Getting treated like that is not fair. I needed to take two days from work to try to solve this and all I 'm getting is a run around.

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