Consumer complaint received 2020-01-29
Company: LoanCare, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Loancare XXXX loan # XXXX Complaint against Loancare for  mishandling of a lot of my payments Issue : *Current NOPFO ( Notice of Pre-Foreclosure Options ) she received is dated over 30 days ago. XXXX has received numerous NOPFOs. Loancare continues to tell her to ignore them so she has not responded to them in writing but has always been in constant communication with Loancare trying to straighten out her payments. 
*Loancare calls XXXX repeatedly with harassing phone calls and sometimes more than once per day. 
XXXX has paid her mortgage payments on time each month but it is Loancares accounting that is inaccurate due to the service transfer from XXXX to Loancare in  XX/XX/XXXX. 
*Loancare has performed 2 separate researches, found the payments that were applied to the wrong loan/account number and then continued to apply them to the wrong loan/account number even after the error had been resolved.

*XXXX  paid extra amounts on her loan out of fear. Loancare applied them to principal instead of holding the extra funds in her suspense account. This money should count toward a future payment, not to principal as no note was written to apply the extra funds to principal. 
*Housing counselor from XXXX XXXX , XXXX XXXX assisted XXXX with Loancare on XX/XX/XXXX determining that *Loancare was continuing to apply her payments to the wrong loan/account number. 
*Loancare has ruined her credit needs to be repaired and corrected with no errors.

Proposed Resolution : *Correct the errors. 
*Apply all misapplied payments to XXXX  correct loan number. 
*Correct and rectify the damages that have been made to the other Loancare account  holder whos accounting must have been affected by having payments shown as made and then reversed leaving that homeowner in a web of confusion. 
*Repair XXXX  credit back to on time payment reporting for all payments. 
*Provide XXXX with a credit report showing all errors have been corrected and any damages reversed. Correct credit score. 
*Reverse any late fees as all were inaccurately charged to her. 
*Apply the extra funds XXXX paid out of fear to her suspense account so that when the next payment is received, she is only to pay the difference between the suspense amount and a regular payment. 
*Provide new accounting history and amounts reflecting corrections on XXXX account. 
XXXX for taxes is incorrect. Provide an accurate XXXX. 

XXXX uses automatic bill payer through her bank ( XXXX ). The table details both the amounts and dates that payments were made. XXXX has provided proof of payment documentation which she downloaded from her bank and is attaching at the end of this complaint. 

Payment Date Payment Amount Comment XX/XX/XXXX {$1500.00} First payment to Loancare at this time Loancare had not sent me my account information and over the phone I was advised to make a payment to XXXX and loancare would handle the rest. 
XX/XX/XXXX {$1500.00} When I made my XXXX Mortgage payment I still did not have my LoanCare account information. This payment was returned to me by XXXX XX/XX/XXXX {$1500.00} After speaking with my bank I re-paid my XXXX Mortgage to LoanCare XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1500.00} XX/XX/XXXX {$1600.00} Timeline of events : XX/XX/XXXX Housing counselor called Loancare with XXXX and spoke with XXXX Per XXXX payment transaction history at Loancare reflects the following : XXXX payment was received on XX/XX/XXXX XXXX states that she sent it to XXXX XX/XX/XXXX no payment received XX/XX/XXXX loan shows is due for XXXX & XX/XX/XXXX payments - both XXXX XXXX XXXX posted on XX/XX/XXXX XX/XX/XXXX received XX/XX/XXXX ( XXXX says XXXX was the service transfer to Loancare XXXX returned the payment to XXXX ) XXXX XXXX payment received on XX/XX/XXXX XX/XX/XXXX payment received on XX/XX/XXXX XX/XX/XXXX no payment received XX/XX/XXXX -no payment received XX/XX/XXXX on XX/XX/XXXX 2 payments received applied to XXXX & XXXX ( research completed ) XX/XX/XXXX Previous research was done and applied funds found for XXXX & XXXX ( were posted to wrong loan number ) XX/XX/XXXX loan shows due for XX/XX/XXXX XXXX XXXX she paid on XX/XX/XXXX due to Loancare delays she was waiting to pay XX/XX/XXXX Issues & research done again XX/XX/XXXX - 3 payments received and applied to months of XXXX, XXXX & XX/XX/XXXX XX/XX/XXXX showing due for XX/XX/XXXX XX/XX/XXXX no payment showing received XX/XX/XXXX received payment and applied to XX/XX/XXXX XX/XX/XXXX payment not showing received ( XXXX acknowledges that 2 payments are still missing from Loancare XXXX XXXX acknowledge XXXX payment was made XX/XX/XXXX only because Loancare was trying to figure out. Any late fee was because of Loancares misapplied payments. ) Determined that the issue was : Payments that were made with bill pay were made to the previous loan # at XXXX XXXX XXXX put us on hold to see if even more additional payments have been applied to the wrong account # and he found that XX/XX/XXXX & XX/XX/XXXX were again applied to the wrong loan number while we were on the phone. They have XX/XX/XXXX & XX/XX/XXXX payments and he is applying to XXXX loan. 
Why is it that Loancare has already conducted 2 separate researches and found the error but continued to apply future funds to the wrong account number?

What has happened to the homeowner who had funds applied to their account and have been pulled back on 3 separate occasions?

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