Consumer complaint received 2016-12-07
Company: LoanCare, LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My loan was service transferred from XXXX Mortgage to LoanCare Servicing on XX/XX/2016 ( I was never notified of this service transfer ). I began receiving collections calls from LoanCare in XXXX - I have NEVER paid anything a day late in my life and I knew the mortgage with LoanCare was paid months in advance. I called LoanCare and we were told " sorry you 're delinquent and have to pay. '' After I did a lot of research and digging, I identified that on XX/XX/2016 XXXX applied a payment to principal in error. I called XXXX and spoke with XXXX on XX/XX/2016 who acknowledged their error. At my request, I had XXXX call LoanCare with me on the line to find out how XXXX can get their error corrected since LoanCare is the new servicer. The representative we spoke with indicated for XXXX to email XXXX with a copy of the payment history showing their error for it to be corrected within 72 hours, which she did on XX/XX/XXXX at XXXX. I called LoanCare on XX/XX/XXXX, was told it has n't been fixed yet. Called LoanCare on XX/XX/2016, was told they never received the email, called back on XX/XX/2016 and was hung up on by two different representative because I requested a manager and was told I could n't speak to one and then after 45 minutes on hold was informed that I was on the phone with a supervisor and she would research the issue and call me back - I never received a call back. I then called today and after speaking with another very rude representative, I requested a manager. I specified a manager and was transferred to XXXX who informed me that he was the Customer Service Manager. XXXX in fact is a Collections Team Lead, NOT a Customer Service Manager. XXXX was incredible rude and disrespectful on the telephone to me. After over an hour on the phone ( of which 95 % of that time I was on hold by XXXX ), XXXX disconnected me from the call. I then called back and was put into XXXX 's voicemail in which I informed him that I was filing the CFPB complaint. Later, I received a call back from XXXX, I had to re-send him the information from XXXX and was told that they would try to fix the issue. I am appalled by the level of customer service and the amount of time I have had to spend on the telephone with LoanCare to get a simple payment history error corrected. The evidence of XXXX 's error, from XXXX, has been sent to LoanCare over 3 times now and may payments are still showing delinquent. I am aware of the service transfer laws where I have 60 days until credit report and late fees are assessed, well, that 60 days is up XXXX and my payments are still incorrect. Not only have I wasted my time spending hours on the phone with LoanCare, but I 've been disrespected, talked down to, and hung up on more times than I can count. I have already informed my attorney that to prepare to file a lawsuit if this issue is not resolved as this is unacceptable in my opinion.

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