Consumer complaint received 2017-01-24
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
LOANCARE records show that I am one month behind in my payment. This started XX/XX/2016. They started servicing my loan XX/XX/XXXX. I sent them the payment XX/XX/XXXX. Then in XXXX, I receive a statement with a balance of {$4800.00}. I called, they told me they never received my XXXX payment. On XX/XX/2016 and XX/XX/2016 I faxed them documentation from my bank that my XX/XX/XXXX payment had been sent. I unfortunately wrote the incorrect account number. I called on XX/XX/XXXX to follow up and they told me that they never received my fax. They asked me to email the information to the Consumer Solutions Team which I did on XX/XX/2016. They never replied in 3 to 5 days. I called them last week on Tuesday, XX/XX/XXXX to follow up and they said that they had all the documentation they needed and that they would update my account, that my account was up to date. I called back today and spoke to XXXX to follow up and he had nothing in my account reflecting the above. He said that I owed them money for escrow, {$2800.00}. He went on to say that I paid {$210.00}, I asked when. He finally understood that I was calling to follow up to make sure that all my payments had been received, including the XX/XX/XXXX payment and he said that I had to fax them the bank statements showing that I had actually made my payments. I told him that I was back to square 1 and that I had already submitted all the information they requested. I told him I sent everything in last month. After going around in circles with him for about 15 minutes, I asked to speak to a supervisor, he just abruptly transferred me to XXXX who said was a supervisor. I went on with him for about another 30 minutes and then he said, well, I see here that you made a {$1500.00} payment, I said when? My payments are {$2500.00} a month. I am calling to make sure that my account is paid up to XX/XX/XXXX. He said, no maam, you are behind in your XX/XX/XXXX payment. I said XX/XX/XXXX? I thought it was XX/XX/XXXX, I said please triple check your records and then he mentioned about checking the incorrect account. Then he went on to say that I owe them {$2800.00} for Escrow and that they still have not received my XX/XX/XXXX payment. I told him that my XX/XX/XXXX payment was sent out on XX/XX/XXXX so they should have it now, he said no, we do n't have it yet. He asked me to fax all the bank statements again so they can review. I told him I already sent them the information they requested. He said to fax it again. I asked him to please let me speak to someone above him, someone that could escalate my issue he said, let me give you a phone number, he have me XXXX which is the customer service number I called. I explained that to him and he said, maam that is the number you need to call. I said that is the number that I call for customer service, he said no maam, that is not the customer service number and wanted to argue with me. I told him that I did not want to argue with him but that I was looking at my cell phone which showed me the number I called and it was that one. I asked him again that if there was a department so I could escalate this and he transferred me to take their customer service survey. I am so frustrated with this issue that has been going on since XX/XX/XXXX. Please help me.

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