Consumer complaint received 2021-12-21
Company: LoanCare, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Order of events as it pertains to LoanCare 1. I received a notification from LoanCare on XX/XX/XXXX, that this was a notice of Service Transfer ; however, I never received a notification from XXXX XXXX XXXX that they would no longer be servicing my loan. ( They filed Bankruptcy ). I had a few Mortgage servicers file bankruptcy thought-out the years. 

2. When I received tax information for XXXX from XXXX, however, it was only reflective of interest paid five months. Loan Care has not provided me with Tax information on the interest I paid for the remainder of the year, nor did I receive a tax credit for the additional {$3200.00} paid in interest for XXXX. 

3. LoanCare was advised that I was filing bankruptcy in XXXX of XXXX. Because reaffirmation was sent late and I had concerns about the remaining balance and maturity date, the bankruptcy XXXX XXXX XXXX XXXX closed without reaffirmation ; however, I continued to pay the mortgage to Loancare. When I sent additional request in regards to reaffirming and reached out one of LoanCare representative via email, I was advised that Loancare had no authority to offer me a reaffirmation on my mortgage. I was given information that ( XXXX ) is my lender, and I would need to speak to them about refinancing. 

4. When I called XXXX, I was told they did not have any information about my mortgage loan or lender. This left me confused about who owned my loan to include who had rights to service the remaining mortgage/loan. The last payment I sent to LoanCare was XX/XX/XXXX with a request it goes into the escrow on my account. I began putting my mortgage payments in my own escrow account/savings account until further notice. 

5. I sent a certified letter ( XX/XX/XXXX ) to LoanCare ( Customer service and CEO XXXX XXXX ) entitled Error Resolution Information Request. This letter included false terminology representation, fraud, and claim validation with ten business days. Received response XX/XX/XXXX only providing me statement XXXX XXXX owned the mortgage/note to my home I signed in XXXX t and that the additional information I requested would follow. 

6. I had not received any additional information from as per from LoanCare until XX/XX/XXXX informing me that they were acting on behalf of XXXX XXXXXXXX XXXX XXXXXXXX and that I was in default of my security deed and I would have until XX/XX/XXXX to cure the default. 

7. I sent a certified letter ( outlining my correspondence with LoanCare ) to the Attention of the XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX to the contact address LoanCare provided on XX/XX/XXXX, and I have yet to receive a response. However, in careful review LoanCare provided me the address for what they say is XXXX XXXX XXXX XXXX XXXX XXXX XXXX however when I recently googled searched XXXX XXXX XXXX, has a different address and they refer former XXXX customers to reach out to XXXX XXXX XXXX XXXX XXXX XXXX XXXX  does not have any information on my loan, XXXX XXXX only has XXXX XXXXXXXX XXXX XXXXXXXX as my authorized server. XXXX XXXX is now LoanCare and other companies however structured has changed since my inquire of which I never really received answers to. All of these different variables is extremely concerning and undue stress & anxiety, however I would like to resolve before these folks try to foreclose on my property.

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