Consumer complaint received 2017-09-04
Company: LoanCare, LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I filed on this company and practices before CFPB # XXXX and if you research that number you will see that they also report that my second tax payment was {$2600.00} with is all that XXXX county property tax people reporting they paid. But Loancare is reporting they paid {$2900.00}. Around XX/XX/XXXX I received my property tax bill with an amount due of {$2900.00}. I went online to pay my mortgage and noticed that Loancare was only setup to pay {$2600.00}. Which means that my taxes would have been {$230.00} short. So, on XX/XX/XXXX I paid the {$230.00} so that my taxes would not have a shortage. I then emailed Loancare a copy of my receipt showing the payment of {$230.00}. I received a number for Loancare XXXX show that they received my email. I checked back with XXXX county property tax website and Loancare website periodically just to see if my taxes have been paid yet. I noticed that on XX/XX/XXXX Loancare was reporting it had paid my property taxes in the amount of {$2900.00} which because I paid 2 days earlier what would have been a shortage was no longer the amount due. So, I called XXXX county to see if they had been overpaid because their website was not reporting that Loancare had paid anything.The customer service rep. did not see a payment at all on that day. So, I called Loancare on XX/XX/XXXX and talked with XXXX # XXXX about what now looks like an overpayment and that XXXX county says it have not received that payment that there saying they paid. He assured me that they had sent the payment and that maybe it just had n't posted yet. But, he would send a request for the overpayment amount of {$230.00} and to give them until XX/XX/XXXX to have some answers for me. I called Loancare back on XX/XX/XXXX and talked with XXXX # XXXX. She told me that they were still working on the request and to give them a little more time. So, I gave they more time but, continued to monitor my accounts. I noticed on XX/XX/XXXX on the XXXX county website that a payment was made in the amount of {$2600.00} on XX/XX/XXXX. Which now mean that the date XX/XX/XXXX and the amount {$2900.00} that Loancare is reporting is incorrect and now there is {$230.00} missing for my account. Which is now theft. So, I again called Loancare on XX/XX/XXXX and talked with a supervisor named XXXX XXXX who 's direct line number is XXXX. She told me she would look into my issue and get back with me tomorrow. She never called back or would not even answer or return my calls. I called customer service back on XX/XX/XXXX and talked with XXXX # XXXX and she told me that she did n't see a request for a refund but she would file one for me. I then asked for her supervisor and she gave me XXXX # XXXX direct line number XXXX. She put me on hold and called XXXX county property tax company which they confirmed everything I said to her. She then told me that she would do an investigation and request the front and back of the check they sent out and to give he a couple of dates. I have not heard for her as of XX/XX/XXXX and my account is still reflecting the missing {$230.00} out of my escrow account

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