Consumer complaint received 2016-12-29
Company: LoanCare, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My loan was purchased by LoanCare, LLC ( XXXX, VA XXXX ) in XX/XX/2016. I discovered this after I had attempted numerous times to make a payment to my previous mortgage company via their website for my payment due XX/XX/XXXX. There was no indication that my loan was transferred and the error message supplied on my old mortgage company 's website was that a payment could not be processed at that time. Since that time, I have contacted LoanCare numerous times after getting their contact information from my old mortgage company including contacting them last week when I could not make a payment via their website after finally getting access to my account on their site. Interacting with LoanCare has been a comedy of errors ranging from not being able to access their site, getting access to their site but not being able to access my current loan, getting access to my current loan and not being able to make a payment, and being told as recently as today that my loan was no longer with them ( they were looking at a previous loan number for this same loan ). I was not comfortable with supplying my confidential payment information over the phone given the experience I have had with them to date. So the representative, XXXX, indicated that I could mail in the payment and it would make it in time by the 60-day deadline of XX/XX/XXXX. I called LoanCare today and they indicated that they have not received the payment even though I mailed it on XX/XX/XXXX ( today is XX/XX/XXXX ) ( 1st class mail from XXXX to XXXX does not take this long ). The first person I spoke with indicated that they do not process the payment when the payment is received via the mail ( it must be processed via a machine ). Then the supervisor I spoke to indicated that the first person I spoke with was mistaken since they post the payment by midnight on the day the payment is received at their P.O. Box. When I asked if they could ensure that my credit would not be affected and no fees/penalties be applied due to their numerous mistakes, non-functioning website, and inefficient processing of mailed payments, they indicated that they could not help me because I had 60 days and could have made the payment via phone. Unfortunately most of those 60 days were dealing with mistakes and inefficiencies with this loan transfer. I spoke with XXXX ( ID : XXXX XXXX who is a supervisor and XXXX ( ID : XXXX ). I have NEVER encountered a more incompetent company. I have owned my home since XXXX and have NEVER experienced the utter inability to make a payment ( unless I wanted to provide my most confidential information over a phone line ). How is it that consumers are held accountable for mortgage companies ' negligence and inability to provide basic services and accurate information? I am dumbfounded. I am now debating on stopping payment on the check that I sent at a cost to me of {$39.00} and try to make a payment via their website since it appears that the issues with my website access to make a payment on their site may be resolved. This is unacceptable.

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