Consumer complaint received 2020-07-05
Company: LoanCare, LLC
State: SC
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
XXXX {$1300.00} - {$1900.00} While with Loancare, I have nothing but bad experiences to report. First and foremost, paying them is a complete pain in the rear-end. The only payment method that is accepted is ACH, which is a complete inconvenience. Because of the ACH being attempted multiple times by them in one-day results in NSF fees. I only authorized for 1 payment to come out each month to cover the complete charges of my mortgage, and when I questioned why were they attempting to withdraw multiple payments, I was not given a valid response, and they would try to blame me for the bad transactions, so needless to say, I have numerous unnecessary NSF fees as a result of their actions. The problem first started on XX/XX/XXXX. I checked my account that morning, there was a payment returned from them, which I've submitted payment on XX/XX/XXXX in the amount of {$1300.00}. I called on XX/XX/XXXX and asked why was the payment returned, the representative couldn't explain what happened and didn't resolve the issue. Ever since that initial transaction, I've been considered " behind '', and the effects have since snowballed. Ever since then, I've been receiving bad check reversals on my payment history portal through them - which I've also attached, but my bank statements say otherwise - which I've also attached. As a result of all of the so-called bad check reversals, NSF Fees, and late fees, I was informed by Loancare that I was behind 2 months on my mortgage, and if I didn't set up a payment plan agreement, Loancare would proceed with foreclosure proceedings. On XX/XX/XXXX I've agreed to make payments in the amount of {$1800.00} for 5 months, with the payment due on the XXXX of each following month. I was 2 days late on my XX/XX/XXXX payment because I didn't receive my VA XXXX Payment until XX/XX/XXXX, and I immediately called and spoke with a customer service representative about paying for that current month, and I was told at that point that since I missed the payment date of the XXXX, I broke the payment plan arrangement, ( which I wasn't aware that the payment plan would be considered broken if not paid exactly on the XXXX ) and he told me that I only had to pay {$520.00} to become current, so before I made the payment, I specifically asked him twice if that payment would make me current, and his answer was yes. On XX/XX/XXXX, I noticed that I once again had late charges, I called again, spoke to a different representative, and she informed me that I was behind once again. When I asked her why she told me that the payment of {$520.00} was only a partial payment, I told her that I asked the other representative twice for the amount that was needed to become fully current and he stated that it was {$520.00}. She replied, " He should've told you to make your original payment, not that one, so he told you bad information ''. She told me that I was once again " behind '' and needed to set up another payment plan, so on XX/XX/XXXX, I made a payment of {$1800.00}, and the payments were set up to be {$1900.00}. On XX/XX/XXXX I called into Loancare, talked to a representative to inquire about the amount needed to be completely taken off of the payment plan, and she said the amount to be completely caught up was over {$4000.00}, I stopped her and said, that's not the amount that I'm seeing in my online portal, and she asked what I saw on my payment portal, and I told her {$2400.00}, and she replied : " Yeah, that's correct ''. Before I paid that amount, I asked again if this payment would make me current and take me off of the payment plan, she said yes. I made the payment on XX/XX/XXXX. My next payment wasn't supposed to be until XX/XX/XXXX for my regular payment, but when I proceeded to make the payment, I noticed that I was only able to make a payment plan payment, not my regular payment. This whole situation has been very stressful for my spouse and me, and as a Veteran who suffers from XXXX, this makes things extremely difficult to deal with. It's not fair to feel like I'm the only one working to get back into good graces with Loancare.

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