Consumer complaint received 2019-06-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
Check # XXXX in the sum of {$1500.00} was applied incorrectly to the XX/XX/2019 billing statement from Loan Care LLC, Mortgage Loan account. I specifically requested on the payment coupon and the check that the additional {$1000.00} dollars was to be applied to principle only portion of the XX/XX/2019 billing statement. Please see a copy of this check for proof of my request. I am writing to request correction of the payment errors described below in regard to the mortgage on my property at XXXX XXXX XXXX XXXX XXXX, XXXX, Florida XXXX. 
Payment Errors : Loan Care LLC did not properly allocate mortgage this payment in regards to the billing statement due on XX/XX/2019 in the total amount due of {$520.00} for this account. This payment should have been applied as follows : o A payment totally {$520.00} should only have been credited to XX/XX/2019 statement for principal, interest, escrow, due for the XX/XX/2019 statement only. 
A credit of {$1000.00} should have been applied to principle only portion of the XXXX billing statement due on XX/XX/2019. As of XX/XX/2019 my principle amount on this mortgage was {$59000.00}. 
A credit of {$180.00} should NOT have been applied to the principle due on XX/XX/2019 billing statement A credit of {$240.00} should NOT have been applied to the interest due on XX/XX/2019 billing statement A credit of {$98.00} should NOT have been applied to the escrow due on XX/XX/2019 billing statement A credit of {$470.00} should NOT have been applied to the Principle Curtailment due on XX/XX/2019 billing statement I initially contacted this LoanCare LLC via the internal online account services center on XX/XX/19 and did not receive any reply of my confirmation email requesting or any confirmation that this message was received and to process the initial service request. 
I contacted Loan Care, LLC Company via phone on XX/XX/19 and could not reach a live customer service representative. I opted for an automated call back option on several occasions dated, XX/XX/19 XX/XX/19, XX/XX/19 via the customer service telephone contact number XXXX only resulting in no call back from this company or any resolution to this issue.

I sent a USPS certified letter with delivery and signature confirmation on XX/XX/19 to stating my payment errors, a copy of the original check was also submitted for the XX/XX/19 billing statement for this payment and I quoting Error Resolution Notice under 12 C.F.R. 1024.35. I received on XX/XX/19 a Notice of Error Acknowledgement letter dated XX/XX/19 from Loan Care LLC. Please see attached documents for proof of these documents. 
I between XX/XX/19 and XX/XX/19 I initiated multiple phone calls to both the customer service representatives and mortgage resolution phone numbers requesting the XXXX payment be corrected. These payment disbursement issues were confirmed valid and to be corrected within 24 48 hours from the time of these phone conversations by multiple representatives with badge numbers and dates as follows, a manager on XX/XX/19 badge # XXXX, another phone conversation on XX/XX/19 with a manager with badge # XXXX and promised this issue to be escalated with a work order on XX/XX/19 with the mortgage resolution department. On XX/XX/19 I spoke again with a mortgage resolution representative badge # XXXX and was promised by this representative that the issue would be corrected again within 24 -48 hours, after multiple phone conversations that this issue would be corrected within 24 -48 hours. These issues have not been corrected as of XX/XX/19. Can you please assist me.

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