Consumer complaint received 2016-03-17
Company: LoanCare, LLC
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My mortgage with XXXX Bank was sold in XXXX XXXX to LOAN CARE, XXXX. The first payment to LoanCare was by check. I made a mistake while writing the check I wrote XXXX in letter when I was supposed to write XXXX XXXX XXXX XXXX XXXX XXXX dollars and XXXX. When I checked my bank account I realized my mistake and hoping to fix that I wrote another check for XXXX and sent it to them before the deadline for the payment to be considered delinquent. Almost at the same time I received a letter saying the payment was sent toward principal and received a bill saying that the payment was directed toward the principal and they sent me a bill for {$2500.00}. Almost at the same time I also received an application for automatic draft from my checking. I filed it and sent it to them also. I thought the XXXX was for the months of XXXX and XXXX XXXX since I was up to date in my mortgage payment with the previous bank. Also I sent a check to cover for the month of XXXX since by experience it took time for the auto draft to be set and they also sent another letter saying the draft will start in XXXX They went into my account and withdraw the XXXX on XXXX/XXXX/XXXX then on XXXX/XXXX/XXXX my bank cleared the check written fir XXXX for XXXX. In total they got from me XXXX between XXXX XXXX and XXXX XXXX, XXXX. I called their customer service and spoke to a lady and asked her to reassign the amount of XXXX they wrong fully charged to me and withdrew from on XXXX/XXXX/XXXX toward the XXXX payment. She agreed to talk to them but refused to send to me a confirmation of our communication. In addition, on XXXX XXXX, XXXX I wrote them a long letter detailing all the payments to them including the fact that they wrongly charged me an extra month of mortgage for no reason. At that point I did not trust them and I put a stop on the autodraft. Sure enough, XXXX XXXX XXXX, XXXX, I received a bill for XXXX telling me that there was no fund to cover my XXXX mortgage. I called customer service again the same lady ( XXXX ) answered she said it was a mistake because the XXXX mortgage was paid from the previous money like I requested but because the autodraft was set to start in XXXX it was done automatically and I have to pay the XXXX dollar fee for insufficient fund. I sent them the a check with a note written on the coupon and staple to check saying that the account was closed do not go there any more and the mortgage will be mailed monthly to them. Yet they cashed my check for XXXX on XXXX and wrote me a letter on XXXX saying the mortgage for XXXX XXXX was not made when they submitted the auto draft and they want me to pay the XXXX fee for XXXX. I did not send it. Again I sent my XXXX payment they cashed the check on XXXX and again today I receive a bill saying I owed them XXXX now for returned fee. I do not trust them and I will not let them go play in my account anymore. If I did not close the autodraft you can see what would have happen again to me an my money. I do not want the XXXX and I want advise on what to do to stop them from going to my account every month like that when they already know that he autodraft is closed. Please help. I have the documentation for all the above. but I need someone to help me load that to you. or Can I fax them to you?

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