Consumer complaint received 2016-11-29
Company: LoanCare, LLC
State: ID
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
In XXXX of XXXX My Mortgage Loan was purchased by Loancare XXXX. I 've received mail from numerous mortgage companies for years since I purchased my home in XXXX XXXX. When I received mail from Loancare, of course I shredded it assuming it was junk mail. When I noticed in XXXX that my automatic payments were no longer being withdrawn from my previous mortgage company, I started looking in to it and discovered my loan was sold off. The next letter I received in the mail was in fact opened and I followed the guidance of sending a {$3000.00} certified bank check to their Collector on XXXX XXXX XXXX to get the loan balance caught up, and even called them to explain what had happened. I 've never once been late on a mortgage payment ever, it was an honest mistake. On XXXX XXXX, I had made my first online mortgage payment towards my XXXX XXXX monthly payment of {$1000.00} which also included late charges for some reason. I looked in to this and discovered, they had cashed my certified bank check of {$3000.00} but only reported {$2000.00} towards my mortgage loan. I called them again and was told there was some kind of mistake made, and that they would correct the problem in XXXX-5 business days. 2 weeks later, they reported on my credit that the loan was still in default for all the months listed above and that no payments had been made. At this point, I went to their online complaint link and filed a complaint on everything that had happened thus far. I called over 4 more times to get this resolved and was told over and over again, that they were still working the issue and that eventually it would be resolved. I could not get a straight answer from a single person, including an actual supervisor I spoke to, who said they would freeze reporting anything to the credit bureau until they had corrected their mistake, but did make me pay an over the phone payment of {$2100.00} towards the XXXX and XXXX payments to get the loan caught up until they find the discrepancy of the missing $ XXXX dollars from the bank certified check. It is now XXXX XXXX, nothing has been resolved, they have called my cell phone over 20 times just in this past week, to let me know that somehow, they have not received XXXX or XXXX payments, and that I still owe them over {$2000.00} for those months, and another {$600.00} short in my Escrow. When they purchased my mortgage Loan, my monthly payments were {$980.00} a month, and again, I was never late on a single payment since I purchased the house, and my Escrow was completely caught up at that point in time. To top it all off, I am in the military, have been for 15 years, can not believe this is how people like me get treated, and I am being sent on mobilization again on XXXX XXXX XXXX and ca n't get anywhere with this Loan Care mortgage company. They have broken over XXXX Federal laws that I know of, and they continue to rip me off and charge me more and more money, but report the exact opposite on all my credit reports. The total Loan Balance does not reflect all of the payments that I have made which means they are trying to rip me off even more, and I have not been reimbursed or credited a single late fee or charge, from their month to month XXXX-ups on my loan.

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