Consumer complaint received 2019-12-31
Company: LoanCare, LLC
State: HI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX my mortgage sold to LoanCare. 
XX/XX/XXXX my monthly payment increased from {$1300.00} to {$1700.00} because the RPT office didnt finish filing my homeowners exemption. LoanCare estimated my escrow and made payments using incorrect tax information. 
LoanCare says dont worry I can make my original payment of {$1300.00} until issue is resolved. 
XXXX at the RPT office immediately acknowledged their mistake and amended the filings. 
XX/XX/XXXX I provided LoanCare with the updated tax information and instructions to email XXXX a request for refund of overpayment. 
XX/XX/XXXX XXXX hasnt received the request, so I arranged a conference call with XXXX and XXXX ( LoanCare supervisor # XXXX ) They confirm email addresses and amended info, XXXX will send request and resolve within 14 days. 
XX/XX/XXXX XXXX says still no request. 
XX/XX/XXXX my payment of {$1300.00} is put into a suspense account rather than applied to my mortgage. Customer service says they will reverse and apply to mortgage within 3-5 days. 
XX/XX/XXXX I am still waiting for re-analysis of escrow. XXXX still waiting for refund of overpayment request. XXXX unavailable every time I call, and no response to messages. 
XX/XX/XXXX LoanCare hasnt moved my payment from suspense account, now it looks like I missed a payment. 
XXXX ( supervisor # XXXX ) says there isnt a way to reverse or move payment and requires that I make the additional payment of {$400.00} in order to keep my account in good standing. 
I make the payment over the phone and they promise to suspend late payment fees and credit reporting through XXXX. 
XXXX will escalate escrow analysis and resolve within 7-15 days. Also promises to email me records of our communications. 
XX/XX/XXXX no calls, no emails, no request to XXXX, no escrow analysis. After I leave 4 messages, XXXX says they are working on it. He promises to call on the XXXX and email documents. 
XX/XX/XXXX no calls, no emails, no escrow analysis. 
XX/XX/XXXX customer service cant help me. XXXX, XXXX and all supervisors available But someone will call me in 3-5 days. 
XX/XX/XXXX no calls, no emails, no escrow analysis. 
I make a full payment of {$1700.00} and speak with XXXX ( supervisor # XXXX ) She says escalation should have closed XX/XX/XXXX. she will email all the people involved and resolve issue. Also will extend the suspension of late payment fees and credit reporting. 
XX/XX/XXXX no progress. XXXX ( customer service ) emails team again. 
XXXX  ( supervisor # XXXX ) guarantees resolution and a call back on XX/XX/XXXX. 
XX/XX/XXXX no calls, no emails, no escrow analysis. 
XX/XX/XXXX XXXX  says escrow analysis is being done right now. Also says she forgot to put her appointment to call me on her calendar. 
XX/XX/XXXX escrow analysis has been done using the same incorrect tax information. My payment is still inflated. I need to start all over. 
Since XX/XX/XXXX I have called over 3 dozen times, spent more hours than I can count, on hold and/or explaining this issue to LoanCare. 
I have done everything I can to facilitate the resolution of this rather simple issue. I have continued to make very inflated mortgage payments. LoanCare has made promise after promise without follow through. I am at my wits end and fear that LoanCare is forcing me into default on my loan. 
I have read many accounts online of people who have experienced the same or similar problems with LoanCare and are still trying to resolve them years later. 
I can not afford to make the higher payments. 
What else can I do??

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