Consumer complaint received 2016-03-11
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I currently have a mortgage that is serviced by LoanCare ( a XXXX company ). Using their web site MyLoanCare.com I attempted to make my mortgage payment as I always have on XXXX XXXX, XXXX in the amount of {$1300.00}. According to their site records this payment was reversed on XXXX XXXX, XXXX. I looked thru my bank statement during this period of time and I am not showing that a withdrawal was ever even attempted. I logged in again to attempt to correct this on XXXX XXXX, XXXX and made another payment of {$1300.00} which also show on their web site as reversed on XXXX XXXX, XXXX, again with no record on my bank statement of ever being attempted. On XXXX XXXX I received a phone call from LoanCare telling me that the payment had apparently not gone thru still. I asked the woman how this was happening as I had never had an issue making payments on their site before in the almost 6 years prior. She told me I must have typed in the routing number or account number incorrectly which seemed unlikely as the web site makes me confirm these and it had never occurred in the past. I continued making my payment since then and have not had an issue again with the web site. 

I later discovered that LoanCare was reporting a 60 day mortgage late which has greatly hurt my credit score and ability to purchase a new home. As this was caused by some sort of web site error I called LoanCare on XXXX XXXX, XXXX asking as a one-time courtesy that they remove the 60 day mortgage late they are currently reporting from XXXX XXXX. I was told I must e-mail them making this request which I did that same day. I was informed by the woman and confirmed via e-mail that I would receive a response in 10 business days. I never received a response. I also called their executive office and left a voicemail at the number XXXX on XXXX XXXX to see if it was possible to expedite the process in any way. That has also gone unreturned as of today. I have called multiple times again since then but the woman 's mailbox is full on that number so I assume I will not be getting a call back from her any time soon. 

This is the only late reporting on my credit with LoanCare. They have no automated system set up to inform the consumer if their web site decides to decline a payment as it did here. They are in my opinion one of the worst servicers of mortgages I have ever had to work with and their customer service is awful with hour plus wait times to speak with someone at times. At first I thought they were a nuisance but had I known they would damage my credit with their outdated and cumbersome online payment system I would have refinanced years ago and paid a higher interest rate just to get away from them. They bought the servicing on my loan and it has been a nightmare even since that is now stopping me from purchasing a new home due to the inaccurate 60 day late on my credit score. The CFPB is my last hope as my calls, e-mails and voicemails have resulted in no help or the majority of the time are n't even returned.

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