Consumer complaint received 2019-04-08
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC (MD)

I scheduled a mortgage payment through my bank 's online bill pay on XX/XX/XXXX. I accidentally scheduled it from the wrong account, and so it was returned. I then made a payment from the correct account on XX/XX/XXXX so that my payment would not be late. This second payment was made as an electronic payment to Loancare and was accepted. The bank then re-processed the original payment, and it also went through as an electronic payment and was accepted by Loancare. So I made two payments in XXXX but Loancare only applied one payment to my account. 

XX/XX/XXXX I called and was given instructions on submitting a payment lookup request, which I did. Loancare requires that you submit the request via email, then call and give them the reference number, which they then use to submit the request in their system. 

XX/XX/XXXX I received a response that the information I sent was not sufficient and I needed to send in a transmittal form from my bank. 

XX/XX/XXXX I emailed the transmittal form. It took three days to get from the online payment processor. Again, I had to submit via email, and then call back and give the reference number from the email reply. I received no response and there was no activity on my account for a week. 

XX/XX/XXXX I called again and was told the case had been closed because the payment was applied. I submitted another email request, this time sending transmittal forms for both payments. 

XX/XX/XXXX I called to check on the situation and was told the case had been closed because the pdf I attached to my email could not be opened. I spoke with a manager XXXX XXXX who had me send the transmittal forms directly to him, told me he would escalate the case, and assured me that someone would contact me no matter what. I received no call or email. 

XX/XX/XXXX I emailed XXXX to let know that I had not received a call and to please check on the status. No response. 

XX/XX/XXXX I called again. Hold time was an hour and a half. The rep I spoke with said that the information had been forwarded to cashiering by XXXX, and that was the best way to be assured that I would receive a response when it was complete. She said he was a good manager and always followed up. She did not give me a specific time frame, but said I could check back in 72 hours. 

XX/XX/XXXX I emailed XXXX again and specifically requested that he contact me with an update. No response. 

XX/XX/XXXX I called again. The rep XXXX could only tell me that the form had been sent to cashiering on XX/XX/XXXX. When I requested a manager he insisted he could help me because he was the customer service representative. He also wanted me to resend the forms to him to resubmit. I said I did not want to do that and cause confusion I wanted to know the status of the XX/XX/XXXX request. He refused to transfer me to a manager. I insisted and he finally talked to a manager and said someone would call me later that day. 

Later than daysomeone called my husbands number, even though I had indicated that I was the contact person. He was unable to answer the phone. They left a message with no information other than a call back number. 

Even later that dayI got home and we realized that Loancare had called him instead of me. We called back. The rep transferred me to manager XXXX. She insisted that there was nothing to do but wait for cashiering to call me. She could not give any time frame. I asked if that meant I was supposed to wait indefinitely for a call back without any assurance that they were working on the problem and she said that was my only option. 

I contacted the president via XXXX no response. I left XXXX and XXXX reviews no response. 

XX/XX/XXXX I checked my account to see if the payment had been processed before filing a CFPB complaint. The payment had not been applied.