Consumer complaint received 2017-05-30
Company: LoanCare, LLC
State: PA
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
In  XX/XX/XXXX   2017, I re c eived notice fom my mortgage servicing company,  XXXX , that my loan had been sold to LoanCare , LLC, effect ive  XX/XX/XXXX  17.   In the papers sent to me from  XXXX  was an address for mail-in payments : LoanCare , LLC  XXXX .  XXXX   XXXX   XXXX , PA   XXXX   Before  XX/XX/XXXX , I called LoanCare on at least two separate occassions. On  one  I spoke with  XXXX , employee ID  XXXX . On the other I spoke with  XXXX , employee ID  XXXX . Both of them gave me the same information for setting up a  XXXX  payroll allotment ( I 've been paying this mortgage without any problems via payroll alotment for over 6 years to  XXXX   )  :  XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX ,  CA   XXXX  Company code :  XXXX   XXXX  #  XXXX  Acct #  XXXX  Loan #  XXXX  On   XX/XX/XXXX  17  I  submitted this information on   XXXX   XXXX    XXXX  to start the allotment to LoanCare.     Later in  XX/XX/XXXX , my local payroll office called to inform me that the company code "  XXXX  '' is not a valid  XXXX  military allotment company code. I called  LoanCare  again to confirm the information was correct for a  XXXX  allotment and was assured that it would work. The  XXXX  system would not accept "  XXXX  '' as a company code. After some research, my payroll office found a company code that matched the  XXXX   XXXX   XXXX  # and the  XXXX  system accepted the allotment start order. Because this order happened after the system cutoff date, one additional allotment would be sent at the end of  XX/XX/XXXX  to  XXXX  for the payment due   XX/XX/XXXX .   XXXX  wired this to  LoanCare  and it posted to my loan just fine.     Around   XX/XX/XXXX   I received my   XX/XX/XXXX   statement from LoanCare and was surprised to see that the allotment sent at  the end of   XX/XX/XXXX    for the payment due   XX/XX/XXXX   did not post. I contacted  LoanCare  and they asked for the  EFT  number for the payment. I asked my local payroll office for the EFT number, but they were unable to get it from  XXXX . Because we were assured by no less th an 2 L oanCare employees that the  XXXX  military allotment information was correct, we questioned its validity and filed a complaint with CFPB.     I gave permission fo r LoanCare t o speak with my local payroll office about this matter, and their response to my complaint was that the payment failed to process because my local payroll office did n't enter the account number correctly. LoanCare continued to assert that the company code and other information they gave for the  XXXX  allotment was correct and that they were not at fault.     Around   XX/XX/XXXX  , upon receipt of my  XX/XX/XXXX  statement from LoanCare, I discovered that the allotment issued a t the end of   XX/XX/XXXX    for the payment du e  XX/XX/XXXX  d id not post either. I contacted my local payroll office again, but to date have not received a response.     On   XX/XX/XXXX , I  contacted the payroll at  XXXX   XXXX   XXXX . On  XX/XX/XXXX - XX/XX/XXXX , they informed me that the allotments are being issued by paper check - not electronically. The paper checks are being mailed to :  XXXX   XXXX    XXXX   XXXX    XXXX   XXXX   XXXX   XXXX   XXXX ,   AZ    XXXX  Please note that this address does not match any of the two aforementioned addresses, and is n't even close to to the address LoanCare gave me for the allotment, which I included on the   XXXX   XXXX   XXXX   XXXX  for starting the allotment. There is yet another address for mailing payments listed on their website :  LoanCare Attn  :  Cashiering Department   XXXX .  XXXX   XXXX    XXXX    XXXX , VA   XXXX  Four  different address, and none of them work with  XXXX  allotments.     Also, even if my local payroll office had input the account number correctly, the payments still would not have reached  LoanCare  because the  XXXX  company code that matches their   XXXX   # causes paper checks to be sent to an evidently bogus address in  XXXX , not electronic transfers. Because there are no electronic transfers, there are n o EFT n umbers to track the payments.     Emails sent to  LoanCare  have gone unanswered, and it appears they have turned my mortgage over to their Collections.

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