Consumer complaint received 2016-10-26
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I will provide my complaint in a timeline format to best illustrate the problem. 

XXXX/XXXX/16 - I made an online payment. Each payment for the previous 3 months or so would return errors on the website ( so I would have to call and wait to make a payment on the phone, and they would have to waive the phone fee because of their admitted website payment problems ). So, I watched my bank account to make sure they withdrew the funds. I received an email confirmation receipt, attached. 

( XXXX/XXXX/16 - loan company not able to " locate '' payment, unbeknownst to me until my conversation with customer service XXXX/XXXX/16. See XXXX/XXXX/16 below for more information ) XXXX/XXXX/16 - I became worried that the loan company had not yet withdrawn the funds so I sent an email inquiring if there was an issue, attached. 

XXXX/XXXX/16 - I received an email and voicemail indicating that the payment had not been successful. I was not able to call back that day or the next day. I knew that I had about XXXX the amount of the mortgage payment in my account so I needed to call back when I had time during the day to wait on hold, argue my points, etc. Neither the email or voicemail said anything about reporting to the bureaus. I had to wait until I had time during the day to call them back, in the next couple of days. 

XXXX/XXXX/16 - loan company reported my account as " 30 days past due '' to the credit bureaus, which I was notified of via credit monitoring. I presume they reported it to my co-borrower 's account as well. My credit score dropped by XXXX points. 

XXXX/XXXX/16 - I called the loan company and had to make telephone payments for both XXXX and XXXX to get my account current. I inquired to the rep. what the reason was for the issue and why it was reported to my credit, needless to say I was extremely upset. They said the payment was rejected on XXXX/XXXX/16 because there was a " ~ '' symbol in the account number. He was audibly surprised as if he had n't seen that happen before. I do n't know if this was my error or the website 's error, as they were having issues with the website for several months. He told me to submit a request for resolution to the company 's customer advocate department and based on the timeline, he suggested that they should have contacted me right away when the payment was rejected instead of waiting so long and then immediately reporting it to the bureaus before I had a chance to speak with them. 

XXXX/XXXX/16 - I sent a request to the customer advocate department to remove the negative item from both my and my co-borrower 's credit reports. I attached my bank statement for the account I have always used with them to prove I had more than XXXX the mortgage payment amount in there, obviously more than enough to cover the payment. I explained that all I want to do is pay them and how frustrated I was. 

XXXX/XXXX/16 - I sent a follow up request because I had not received any assistance. 

XXXX/XXXX/16 - I left a voicemail for " XXXX '' in the client relations department at XXXX XXXX XXXX XXXX requesting any kind of acknowledgement. I have not received a call back. 

XXXX/XXXX/16 - I attempted to make a payment online and had the same problem I had the previous several months with the website returning an error message. Screenshot attached.

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