Consumer complaint received 2017-02-06
Company: LoanCare, LLC
State: VA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
As of XX/XX/XXXX, LoanCare ( previously XXXX ) has not corrected a payment mistake on their part ( of which they have admitted ) that goes back to XX/XX/XXXX. As a result of this neglect, my credit report contains errors, falsely stating that I have missed payments, and consequentially affecting in negative financial ways my potential application for a loan. After contacting the company multiple times since their original mistake in XX/XX/XXXX, I was assured each month, sometimes multiple times a month, that the issue had been resolved when it in fact had not been resolved. Had I not been closely monitoring both these many payment mistakes LoanCare has been making over the past months, as well as closely monitoring my own credit report, LoanCare would have continue these mistakes and damaged my credit further. At no point did anyone from LoanCare follow up within their own company to make sure the problem had been resolved. When I was able to escalate the problem to a supervisor, XXXX ( ID XXXX ), she said she would follow up with me with a phone call to make sure the problem was resolved. That never happened. I spoke to a second supervisor, XXXX ( ID XXXX ) following this who again assured me that she would have someone contact me with a resolution. This also never happened. After calling LoanCare 's main office and speaking to the CEO 's assistant, I was directed to the department of customer service escalation, particularly to XXXX XXXX. XXXX left a voicemail on XX/XX/XXXX telling me that he was working on the issues to resolve them, and that he would call me back the next day with an update on their progress. XXXX never called back. I then left a voicemail for XXXX on his voicemail asking for the update he promised, but he never returned my call. Because my mortgage payment was due on XX/XX/XXXX, I called him back again and left another voicemail asking for an update, but he never returned this second call either. On XX/XX/XXXX I called XXXX ( XXXX ) and explained the situation to him up to that point, and he assured me that LoanCare would fix their mistakes, both within their company and to my credit report. He also said he would take care of XX/XX/XXXX 's payment that was due on XX/XX/XXXX, and as of today that has also not happened. He then sent a letter to my email address, acknowledging " the multiple attempts you made to get this issue resolved, '' vaguely stating that LoanCare was " running down the root cause of the matter, '' and " The tape has been sent off to the reporting agency. Once received, they will make the necessary corrections. '' The attached letter indicated it may take up to XXXX days* to resolve the errors they caused on my credit report. I replied via email to XXXX and to LoanCare 's president, XXXX XXXX XXXX XXXXXXXXXXXX ), but have received no reply from either XXXX or XXXX. 
In addition, LoanCare 's customer service system at times makes it literally impossible to seek help and service. On multiple occasions, their phone system would indicate that they were experiencing high call volume, and it would prompt the customer ( me ) to enter a phone number so that someone could call back when available. When I entered my callback number, the phone system said someone would call back. When I did receive a phone call back from LoanCare, it was an automated phone call, not a person, and the automation simply gave LoanCare 's phone number to call ; the same phone number that prompted me to enter my phone number to receive a call back, which again turned out to be an automated message. This literally left no way for the customer to reach out to the company. If I had not contacted LoanCare 's main office, there would have been no way to receive any help or service for their mistake, other than to call all day and hope their volume of calls slowed down.

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