Consumer complaint received 2020-12-30
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2020 we were given our " annual escrow account disclosure statement '', stating that we had an escrow surplus amount of {$2300.00} and a check would be mailed to us within 20 business days. However, the check for that amount never came. We received a check for {$390.00} dated XX/XX/2020 ( obviously not the amount of the escrow surplus ). We were still under the presumption that we would receive the remainder of the escrow surplus amount ( {$1900.00} ), but we never did. Beginning of XXXX I started calling LoanCare Servicing ( XXXX XXXX XXXX ) several times. I talked to one male individual on XX/XX/XXXX or XXXX. He said that he would get this taken care of and we should receive a check within the next several days. Instead, all we received was a photocopy of the check for {$390.00}. On XX/XX/XXXX, I called back to express continued concern that our issue has not been resolved as the customer service representative said it would be. On XX/XX/XXXX I spoke to a " supervisor '' who said that she was going to " escalate '' our concern and we should hear back from someone with a resolution. No one ever contacted us. On XX/XX/XXXX I spoke to XXXX ( " Manager '' ) - she said that the department that handles these types of complaints wasn't working at the time, but she was really concerned and wanted to make sure this issue got taken care of. She said she was going to work on our issue and touch base with whatever department needed to handle this issue and call me back by XXXX on XX/XX/XXXX. She also gave me her " direct line '', so I could contact her if needed. On XX/XX/XXXX, I received no call from XXXX, so I called her " direct line '' and received a message that the phone number doesn't work. On XX/XX/XXXX, I called and spoke to XXXX. She was initially going to do the same thing XXXX insisted she was going to do, however, I demanded that something be done about this issue immediately and to connect me with someone who will resolve this. XXXX connected me to XXXX ( " supervisor '' ) - XXXX assured us she could get this taken care of. She explained that our escrow analysis was totally wrong and she was requesting a new escrow analysis. She said the new escrow analysis will be completed within 7 days and mailed to our home. I confirmed this information with her, and she agreed - new escrow analysis, should take one week, and will be mailed to us at home. On XX/XX/XXXX, we still had not received ANY communication from them. So I went online and went to their " Online Document Ordering '' request form. I requested a copy of our new escrow analysis be sent to us immediately. I received an automatic reply email saying that our request was received and someone would be in touch with us shortly - our ticket number for this request is : XXXX. It is now XX/XX/XXXX, and we haven't received any reply from our request online or the request made over the phone. It has now been 9 months of the absolute worst communication we have ever had in regards to customer service and responding to requests. We still aren't sure where the escrow surplus went, as well as our new escrow analysis. We just want to get that done so we can refinance with a company who cares about their customers.

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