Consumer complaint received 2020-04-17
Company: LoanCare, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My mortgage originator sold my mortgage to another company called Loan Care. 
Originally I had set my account up for auto draft on THEIR website to take my monthly payment out of my checking account on the XXXX of the month. 
1stly their website doesnt allow you to view any pending payments and secondly there was one month where their system didnt take my payment out on the XXXX like they were supposed to : This was XX/XX/XXXX. I noticed the payment wasnt taken out and on the website it said my account was past due I became worried and submitted a manual payment and re-submitted the auto pay information. 
Evidently they conveniently decided to take out the auto draft after I submitted the manual payment on the XXXX. They took out the auto pay on the XXXX instead of the XXXX. This reaulted in overdraft charges amounting to well over {$100.00} on my personal banks end, because that payment got rejected a NSF fee charged, so my account was less than it was supposed to be, so additional payments became NSFd it was a cluster XXXX. 
I ended up switching banks, updated the auto pay, apparently there is a rule where you have to update your auto pay 5 business days in advance for the payment to come out of the new account for the current month so for XXXX payment, they were still gon na take it out of my old account and I had to call and ask for a supervisor to manually override this as a one time courtesy? 
Then in XXXX I did switch banks again and try to update the auto pay, again and it said that it wasnt going to take anything out until XXXX?????? So I had to call AGAIN for that to Be corrected. 
I finally said XXXX their payment system, and switched to having my banks ( XXXX  ) bill pay pay the bill. I set it up because I am paid Bi-Weekly, to take out half the mortgage payment every two weeks. I did it so on my last paycheck for XXXX it sent half the payment to them, and then my 1st paycheck XXXX it sent the other half, this way I would not be past due in any capacity. I received an automated call from them TODAY, and I was like XXXX what NOW. 
I called them and APPARENTLY the system doesnt recognize or allow partial payments, so the {$370.00} paid on the end of XXXX, went into a sub account as a suspense and then the {$370.00} for XXXX they applied towards the principle minus a {$10.00} fee for having a suspense balance????? 
So they had to manually submit a request to appropriately apply the payments, and submit an additional request to have the account coded to accept bi-weekly payments. 
Any institution Ive ever made a partial payment to takes the partial payment and applies towards what is currently due leaving whats left over to still be paid by the due date. This is asinine and its clear they have their systems set up in a way to make it difficult for consumers to EASILY make payments and To promote their banks additional fees levied for not paying on time or what have you. I hope to XXXX  I can refinance to a different mortgage company soon.

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