Consumer complaint received 2017-06-21
Company: LoanCare, LLC
State: GA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
I have had a mortgage with XXXX XXXX company for 11 years. I have paid my mortgage through auto-draft from my bank account monthly and I have never been late on a payment and I have always paid on time. I am currently XXXX in XXXX with very little notice that I was XXXX and a few days to prepare myself and my wife and children for my departure. A few days ago I was reviewing my bank account to see if we had any extra funds to send my wife for baby formula and I noticed that the mortgage payment had not been drafted for the month. So, I reviewed the previous months and there were no payments taken out since XXXX. I was not able to successfully call the mortgage company because of my location and the signal and internet is not sufficient, so I can not make calls. I gave my wife the information to call the mortgage company to see what they could tell her. My wife spoke with one agent and she informed her that the mortgage company switched over the mortgages to another company and that they were supposed to send out a letter letting me know. We never received a letter or a phone call. The mortgage is now behind 4 months, and they have added late fees and it has affected my credit. It is not fair that my credit has been affected because of this because i was not aware that the mortgage company was changed. My wife emailed me to let me know how much money was needed to bring the account current and to see if we could make a instant payment of {$3700.00}. She called the new company in which the mortgage was switched to which is Loan Care and its in collections. She spoke with XXXX id # XXXX. She told her that the company stops auto-draft once it was switched over and that the late payments have affected my credit and accrued late charges. She stated that a notice was sent to an address that I do n't reside at and they tried to reach me on a phone number that is not mine. All of the information the company had was incorrect. My wife informed her that we never received notice of change and that I was currently XXXX and we want to get this resolved. We were going to pay most of it and the remaining the following month. She became irritated that she was not speaking with me and immediately refused to talk to my wife regarding the account even though I am unable to speak with her because of my XXXX. She just informed my wife to pay the amount due. She informed her to pay the amount due, but she was n't going to discuss the matter with my wife or answer any of her questions. I simply want this removed from my credit and the late fees waived because this was not my fault that I was unaware of the company change. Like I stated before I have never been late on any payments or have missed any payments since I had this mortgage, so there was no reason that I would stop paying now. I thought that everything was still being paid through auto-draft from my bank account. I have strived to maintain a great credit score, and I am highly disappointed that this is a flaw on my credit with no wrong doing of my own.

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