Consumer complaint received 2017-02-20
Company: LoanCare, LLC
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
On XXXX XXXX XXXX my mortgage was bought by LoanCare ( Account # XXXX ) from XXXX ( Account # XXXX ). My XXXX XXXX payment of {$1300.00} was sent to XXXX on XXXX/XXXX/XXXX, and on XXXX/XXXX/XXXX my account was credit at LoanCare in the amount of {$990.00} ( less {$350.00} ). I called LoanCare to complain that they amount credited was in correct and they informed me that it was a XXXX problem and I would need to contact them. When I contacted XXXX, they said the full amount was sent and that I would need to contact LoanCare. After contacting LoanCare they tried to make me contact XXXX. After I refused they opened a case to look into the issue. On XXXX/XXXX/XXXX they removed the incorrect {$990.00} AND removed the payment I had made in XXXX to LoanCare and reapplied that XXXX payment at XXXX 's payment. Since that point I have had the correct XXXX payment missing from my account and my account has been 1 month behind in payment history. Since that point I have contacted LoanCare dozens of times trying to get a status for when the missing payment would be reapplied. Each time I first have to explain the ENTIRE situation to the customer service rep who usually tries to argue that nothing is wrong on the account. They finally say they understand and usually say that someone will call me back shortly, but 9 times out of 10 I never get a call back. Finally, in XXXX I was contacted by their Employee XXXX ( Emp # XXXX ) who said she was personally taking over the issue and would have it fully resolved shortly. Since then I have had 0 contact with XXXX who has never called me and never returned a single message that I have left for her. Also in XXXX I started getting daily phone calls saying to please contact customer support. Each time I contacted customer support I was met with a " You are behind on your payments and how would you like to make that payment today ''. I finally was able to talk to a manager who assured me they were turning off those calls for my account, but that never happened. I began to get annoyed by them and paranoid that they would report me to the credit agencies so I started paying my next month 's payment 1/2 a month early. This too has become a point of contention with them since their standard response is " There is no problem, your account is current '', to which I have to explain the entire situation. Fed up with the entire situation I finally mailed in an official notice of error letter to both LoanCare and XXXX. XXXX replied back within a few days acknowledging the issue and with a " Proposed Resolution Date '' of XXXX/XXXX/XXXX, but LoanCare never responded to the letter and when I asked why they seemed unconcerned. I finally got someone on a call with LoanCare that said " We have attempted to contact XXXX about the missing funds and they have n't sent them. So, until then we will not credit this money to your account. You may want to contact them to facilitate the transfer of these funds ''. After contacting XXXX again, they say they have proof that they full amount was transferred and there is nothing else they can do. This is UNACCEPTABLE, I had 0 to do with this loan transition it was n't done because of me so why am I spending countless hours on hold just to be told that they wo n't help or it 's not them that 's the problem, it 's the other guys. This has been 8 months with no resolution in site. PLEASE HELP!

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