Consumer complaint received 2024-02-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: AR

Complaint narrative:
XXXX XXXX XXXX took over our loan in XX/XX/XXXX. Our previous mortgage company had our house payment at {$720.00} but when XXXX took our loan our payment went up to {$960.00}. I have inquired with them several times trying to get them to explain why this had occurred. This has continued for 5 months with no answers regarding the increased house payment. Each time I have called to inquire I was told a specialist would be checking our account and would notify us. We have never received a notification. It seems that our concern has not been their concern. 

At the time of them getting our loan, our homeowners insurance renewal was due to be renewed. Due to the large increase in our premium, I switched our homeowner 's policy from XXXX to XXXX. In XXXX I was looking at our online account and I noticed that they paid XXXX XXXX XXXX {$2200.00} and also paid XXXX {$1700.00}, for our yearly premium. Due to changing policy 's, we were understandable of this mistake. I contacted them and brought this to their attention. On XXXX XXXX XXXX mailed a check to us for the payment of {$2200.00}. I contacted XXXX XXXX  and brought this issue to they're attention. I then asked them to instruct me as to what I needed to do with the check. They instructed me to deposit the check into our account and write a check to them for that amount. I did so. A few days later I find out that XXXX had put a stop payment on the check. I contacted our bank, and they stopped payment on the check that I had written to XXXX  XXXX. I contacted XXXX XXXX  and informed them as to what had occurred. They charged our account {$30.00} for the stop payment on my check in XXXX. I inquired with them in early XXXX about the charge and asked that it be removed. It was not. On XX/XX/XXXX. I contacted XXXX and I was finally able to get the {$30.00} charge cancelled from our account. That day we requested answers regarding our monthly house payment, and we were told by their Escalations specialist that our escrow account had come to them in the negative. We had no ideal this was the case, but the day XX/XX/XXXX we made an additional payment to them for the escrow shortage of {$1500.00}. 
Before they would take our escrow payment, she said that I would have to make our monthly house payment of {$900.00} which was fine as it was due to be paid. While on the phone with the lady, I made the house payment via the internet as I always do. I received a confirmation for the payment. The representative on the phone said she saw my house payment was made and proceeded with our payment information for the escrow shortage. The purpose of having her take the payment was so that the payment was applied to the escrow shortage, and it was done correctly. 

Today I logged into our account with XXXX XXXX XXXX to find out that they show that our XXXX payment of {$900.00} was not made and our loan is currently 21 days past due. I also noticed a late fee was added to our account. We have not received any form of notification that a payment had not been made. I contacted XXXX XXXX, and I was told by the representative that they can only accept one payment a day from us and that our house payment of {$900.00} had been cancelled by them, making our payment late. Again, I received a confirmation email from them when I made the house payment on XX/XX/XXXX. We take pride in our credit scores and in having an excellent payment history. For the company to just cancel our payment seems illegal! The representative was able to get the late fee reversed from our account. I also made the XXXX payment of {$900.00} with the representative. I again requested to talk to someone over him like a supervisor and I was told he could put in a ticket for someone to call me tomorrow. I wanted to speak with someone now as we have continued to have issues and just want things fix correctly. XXXX XXXX XXXXXXXX is supposed to be servicing our loan! We have done all the servicing of our loan with them! They have not attempted to correct any issues that have occurred with our account until I personally contacted them via phone to bring to their attention. If they are servicing our loan, why am I having to call to have these issues corrected? We have absolutely not been happy with our service from the beginning.

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