Consumer complaint received 2017-08-03
Company: LoanCare, LLC
State: OR
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
The following is the email that I have sent to Loan Care Servicing 5 times, I have called over 25 times, and still no resolution, today they wanted me to send my credit report, I got my credit report from the company I am trying to obtain a mortgage with and I am not comfortable emailing my entire credit report to Loan Care Servicing containing all of mine and my husbands account numbers,, socials, everything. This has been going on since XX/XX/XXXX, with no resolution no offer of resolution, nothing, no answers, I get hung up on, transferred and never picked up by a manager, currently I have been on hold for more than 20 minutes waiting for a manager. This is unfair treatment and I need a resolution. Your reference/ticket number is XXXX. STILL NO REPLY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! NO RESOLUTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! -- -- -- -Original Message -- -- -- - From : Customer Service Date : X/XX/2017 XXXX XXXX To : XXXXXXXXXXXX Subject : Acknowledge : XXXX XXXX { ( Ticket # XXXX ) PLEASE SEE MY ORIGINAL LETTER BELOW TO YOU, I HAVE CALLED AND CALLED TO NO AVAIL, I HAVE BEEN DISCONNECTED, PUT ON HOLD FOR OVER AN HOUR, AND TOLD I WOULD BE CALLED BACK, AND STILL NOTHING. I AM TOLD THIS WILL BE TAKEN CARE OF AND STILL NOTHING, IT STILL SHOWS ON MY CREDIT REPORT. THIS SHOULD HAVE BEEN RESOLVED BY NOW. I HAVE BEEN TRYING TO PURCHASE LAND BUT BECAUSE OF A 30 DAY LATE MORTGAGE PAYMENT ON MY CREDIT BUREAU I AM UNABLE TO GET FINANCING AND HAVE LOST THE ORIGINAL PURCHASE BUT AM TRYING TO MOVE FORWARD ON ANOTHER PIECE OF LAND. I HAVE CC 'D CONSUMER AND GOVERNMENTAL AFFAIRS BUREAU, TRYING TO GET SOME RESOLUTION HERE. THIS HAS BEEN GOING ON FOR FAR TOO LONG, THIS IS NOT ACCEPTABLE!!!!!!!!!!!! PLEASE PROVIDE RESOLUTION IN A TIMELY MANNER. Subject : Acknowledge : XXXX { ( Ticket # XXXX ) Hello, I am writing to you regarding the Home Loan I have with LoanCare. My loan was purchased/transferred from XXXX XXXX, I believe in XX/XX/XXXX/XX/XX/XXXX, unfortunately I never received any notices, for some reason when my loan was transferred to LoanCare, my XXXX XXXX did not carry over, we do not get mail service at our house, no one where I live does, there is no mail service. I was set up on auto draft with XXXX XXXX and was never late, EVER. Apparently I needed to set this back up with LoanCare, again, I never received any notices because you were mailing them to my physical address and not to my XXXX XXXX , and the Post Office was not forwarding them to me. In XX/XX/XXXX I was paying my bills as I do once a month every month, I noticed my mortgage payment had not been drafted for XX/XX/XXXX so I called XXXX and they referred me to Loan Care for service, and they too ( XXXX ) were surprised that I had been removed from AutoPay, I called LoanCare and made a double payment, both XX/XX/XXXX and XX/XX/XXXX. I tried to add my XXXX XXXX at that time, telling LoanCare there was an error in the transfer and it did n't carry over, they would not do it and said someone would be in contact with me, no one ever contacted me, however my address did get changed because shortly after that phone call I received my welcome letter at my XXXX XXXX . After that initial call in XX/XX/XXXX I went online, created an account and set it up on AutoPay again to start drafting in XX/XX/XXXX, all is well, or so I thought. In XX/XX/XXXX, I went in to my account ( XXXX ) to pay my bills and noticed my XX/XX/XXXX payment had not been drafted, AGAIN, I called LoanCare right away and made a double payment both XX/XX/XXXX and XX/XX/XXXX and set it up with a service rep over the phone this time. I am happy to report that my XX/XX/XXXX payment drafted properly and  we seem to be on track. I have also set a reminder on my calendar to check my account to be sure you continue to draft my mortgage payments. The problem is, this has greatly affected my credit by having a 30 day late mortgage payment reported to the credit bureaus, I have called and emailed LoanCare customer service and have gotten very upset. I have been told by XXXX it has been removed, but it has not been removed from XXXX, I even disputed this with XXXX and they came back with an update but no change. I was never late on my mortgage payment, I can show you bank statements showing the money available in my account, I have had more than enough to cover my mortgage payment at all times in my accounts. I assumed AutoPay was a pretty reliable way to make my mortgage payments and it has never failed me in the past. Please take a look at my payment history with XXXX, the fact that the AutoPay and address not transferring being the problem and not that I simply did n't pay my mortgage payment. I ask that you update all 3 of my credit reports with satisfactory on time payments to your company. Sincerely, XXXX XXXX Loan Number : Property Address : XXXX XXXX XXXX XXXX XXXX XXXX OR XXXX

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