Consumer complaint received 2021-05-17
Company: LoanCare, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My payment for homeowners insurance ( {$2300.00} ) was due XX/XX/XXXX. Loancare did not pay the bill by the due date. I confirmed multiple times that by logging in to my online insurance account. Since they had not paid, I paid the account on XX/XX/XXXX. 
At the same time, in my Loancare account, it showed that I had to upload proof of insurance to XXXX since my old insurance expired after XX/XX/XXXX. I made my insurance payment on time so I would not default on my policy and I uploaded the statement showing this had been paid. The statement I provided showed proof of insurance and a XXXX balance meaning the insurance had been paid and Loancare did not need to pay anything. 

On XX/XX/XXXX, Loancare decides to pay my Homeowners insurance ( {$2300.00} ) a second time. You can see this from my statement provided. This was a paper check mailed so theres no way it would have been received on time for the XX/XX/XXXX due date. But theres no reason for them to send a check at this point since I already provided proof of payment. 
I have called Loancare on numerous occasions and they do not have customer representatives to speak to in order to resolve problems. Their system is entirely automated. I have been able to speak to someone at mycoverage.info, but they can not help me with Loancare issues, only whether or not they received documents. Their information is inaccurate though, because when I did call and speak to someone after realizing my homeowners insurance had been overpaid, the lady I spoke to on XX/XX/XXXX told me there was no proof I had uploaded my receipt of insurance payment. That is 100 % false. I have the email confirmation and the file I uploaded. Unfortunately, their confirmation doesnt show what was uploaded but I know for a fact that this document showed payment and the entire point of my upload was to show I had already paid and provide proof of insurance. 

Since Loancare does not have phone representatives for customer service, I have since resorted to emailing their customer service, but they do not respond to emails either. I only have gotten auto responses or emails indicating my message would be forwarded to the appropriate department. 
There are 3 different ticket numbers that were created through all of these messages : XXXX, XXXX, XXXX. 
XX/XX/XXXX I sent an email requesting a refund from escrow for homeowners insurance overpayment. 
XX/XX/XXXX I requested refund from escrow for homeowners insurance overpayment. 
XX/XX/XXXX I sent another request to refund funds from escrow for homeowners insurance overpayment. 
XX/XX/XXXX replied to their canned response asking for a timeline of a response. 
On XX/XX/XXXX for some mysterious reason, Loancare decided to try to pay my homeowners insurance a third time. I received an email stating an escrow disbursement was made on my behalf yet when I logged into my account there was no additional information, such as who it was sent to. This was after I requested to have it refunded TO ME. I did not authorize any funds being disbursed to anyone other than me. There was no reason for my insurance to be paid a third time. 
XX/XX/XXXX I sent a follow up email asking for a response. 
XX/XX/XXXX I sent another follow-up email asking whether or not the escrow disbursement was refunded to me or if the insurance was overpaid again. 
XX/XX/XXXX I sent another followup alerting them that I would be filing complaints with government agencies since I had been unsuccessful at getting any response or resolution from Loancare. 
As of XX/XX/XXXX the funds from the second overpayment have been returned back in my escrow account ( i.e. the insurance company again rejected the check )

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