Consumer complaint received 2018-02-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: MA

Complaint narrative:
Date : XX/XX/XXXX Complaint against my mortgage company : " LoanCare '' My name : XXXX XXXX Address : XXXX XXXX XXXX, XXXX MA XXXX Cellphone number : XXXX e-mail : XXXX Complaint against my mortgage company : " LoanCare '' My LoanCare account number : XXXX My property address : XXXX XXXX XXXX, XXXX, MA XXXX Details of my complain : I am the owner of a house in XXXX in the address : XXXX XXXX XXXX in XXXX and my mortgage company is LoanCare. LoanCare is responsible to pay my property tax bills to the city of XXXX. LoanCare did not pay my taxes to the city of XXXX between XX/XX/XXXX until XX/XX/XXXX. During that time LoanCare used money from my escrow account and reported falsely to me that my funds are used to pay my property taxes. In XX/XX/XXXX, I received a letter from the city of XXXX informing me that my taxes were not paid for fiscal year XXXX and that I owe the outstanding tax amount of {$7000.00} and that this amount does not include interest and penalties. 

I contacted immediately LoanCare and requested to investigate the case. However, in spite of many phone conversations, and many hours on-line, including e-mails, LoanCare representatives refused to take action. Only in XX/XX/XXXX, I managed finally to convince a representative to look into the case and I received a confirmation that there was a mistake and LoanCare will take action. 

On XX/XX/XXXX finally LoanCare transferred to the city of XXXX funds to cover my real estate property tax. However, for this payments of {$7300.00} LoanCare charged my escrow account again. In addition LoanCare missed the amounts and the deadline payments also during the fiscal year of XXXX. 

Not only I was double charged for my property tax twice, due to payment delays by LoanCare my penalties were growing. 

According to the city of XXXX my tax payments for fiscal XXXX were {$8900.00} if all payments were made on time. However, due to no payments during fiscal year XXXX my charges were {$9500.00}, those included the interest of {$600.00}. 

In addition, according to the city of XXXX my tax payments for the beginning of fiscal XXXX ( XX/XX/XXXX and XX/XX/XXXX ) were {$4400.00} if all payments were made on time. However, due to the delays made by LoanCare, the actual payments on my account for that period was {$4500.00}, those include an interest of {$84.00}.

Based on my on-line LoanCare account details, during the period of XX/XX/XXXX until XX/XX/XXXX the amount of {$15.00}, XXXX was taken from my escrow account to pay my property taxes ( " XXXX '' ). However, for that period, if all payments were made on time, I had to pay only {$11000.00}. Therefore {$4000.00} were taken wrongly from my escrow account and I request those to be paid back to me. 

From looking at my LoanCare on-line account I can see that on XX/XX/XXXX LoanCare deposited TaxRefund of {$4000.00} plus {$9.00} into my account ( may be they noticed their mistake ), but then these were removed on the same day. 

I would like to add that since XX/XX/XXXX until this week, of XX/XX/XXXX I had tens of phone discussions and hours were lost in conversations and long e-mails with LoanCare. My impression is that LoanCare representatives are not effective. They do not take responsibility and they transfered my case from one representative to another. After hours and hours of wasted time by phone calls and e-mails I concluded that I would like to submit this complain. 

In conclusion : I am missing {$4000.00} from my escrow account and I request to receive this amount back. In addition I would like to make sure that the penalties of {$690.00} payments to the city of XXXX due to delayed property tax payments during fiscal years XXXX will be paid by LoanCare and will not be taken from my escrow account. 

Thank you very much for taking care of my case, XXXX XXXX XXXX

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