Consumer complaint received 2019-05-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: DE

Complaint narrative:
We closed on this house XX/XX/XXXX. Initially, the loan was VA through XXXX XXXX XXXX. Approximately one week after receiving our mortgage information from XXXX XXXX XXXX, we received notice that our loan had been acquired by LoanCare  ( Formerly XXXX XXXX XXXX ). Since we received the LoanCare information prior to making our first mortgage payment, we were able to send our first payment to LoanCare. First payment was made XXXX XXXX, XXXX, as evidenced by XXXX XXXX XXXX Online Pmt Chk XXXX in the amount of {$1500.00} on our bank statement. We use electronic bill pay through XXXX XXXX XXXX XXXX. The payments are sent exactly as indicated on the mortgage statements that come in the mail. 
Addressed as follows : XXXX XXXX XXXX XXXX XXXX XXXX LoanCare XXXX. XXXX XXXX XXXX, PA XXXX LoanCare started calling with robocalls XX/XX/XXXX. I receive a lot of spam calls and do not answer XXXX, XXXX, XXXX-types of numbers. I trust that if they are a legitimate business that they will leave a message. I received calls from LoanCare at least once a day for approximately 1.5 months before a voicemail was received to indicate who was calling. It was a robocall message that stated, Please return our call at LoanCare with no additional information. This was XX/XX/XXXX. I called LoanCare immediately and was informed that they did not receive payment for XX/XX/XXXX and because of that, all subsequent payments were considered late. I have spent every single day since that first voicemail trying to prove to LoanCare that I have not only made all of my payments, but that they have been made on time. 
We are a small farm and I have spent countless hours on hold and working on this issue which means we have been losing money. Every time I talk to a representative, they tell me what I need to do and I do it. They started off telling me I needed to send in a screenshot of the money clearing my bank, so I did that. They never called me to tell me that the information was insufficient or that there was any kind of problem with what I had sent. I started to receive the robocalls again, so I called and found out that the information that I had sent was insufficient and that I needed to call my bank and have them send me a transmittal form which would show LoanCare that my payment had cleared. Just call and tell them that you need that form and they will know what you are talking about. I talked to THREE different departments at my bank and no one or their supervisors had ever heard of this form. They stated that the only thing that would show the information that LoanCare needed would be the bank statement. I made several more calls to LoanCare attempting to explain this and at one time was told by a representative that they would put some kind of hold on my account while it was in dispute so that I wouldnt get sent to collections or the credit bureau.

Two days ago I received an email from my bank stating that my credit score had dropped due to LoanCare reporting my late payments. Yesterday I received a call from collections. This morning, I received an email stating that my most recent payment had been rejected by LoanCare and the  funds were returned to my account. 
I called AGAIN and was told that the entire bank statement that I'd sent was insufficient proof and that I need to send this transmittal form and that its the only thing that they will accept. 
Other various things that I have been told by representatives when I call : You made your payment to XXXX XXXX XXXX and thats not us. We never got your payment. 
You made your first payment to the other loan company and they never sent it to us, so you need to call them. 
Im going to put you on hold for a supervisor. If you dont want to wait on hold, just enter your number when prompted and one will call you back. ~I can not tell you how many times Ive waited over an hour and a half on hold, gave up and put my number in and NEVER gotten a call back. Hours of my life just wasted on hold.

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