Consumer complaint received 2025-05-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: FL

Complaint narrative:
I have been in a never-ending battle with LoanCare since XX/XX/year>. Unfortunately for us they bought our loan from XXXX who is amazing with servicing and Loancare is absolutely AWFUL! They are a SCAM company who doesn't service or update loan info regardless of the promises they make or even the completion dates they provide that they will have the updates done by. 

Here is the perfect example, I have been working with them since XXXX because my monthly payment should be different because XXXX ran an Escrow Analysis and I had a small shortage which I paid and they in turn provided me via US Mail with an updated monthly payment amount to help cover the shortage for this year. The shortage was {$480.00} and I made an additional escrow payment to XXXX for the escrow shortage of {$500.00} to cover the shortage and a little extra just to make it an even number. The updated monthly payment amount according to the letter from XXXX upon paying the {$480.00} shortage would be {$2400.00} - with the difference of {$14.00} per month going to the escrow for XXXX The payment should've been updated effective XX/XX/year>. Since LoanCare took over in XXXX, they never updated the monthly payment amount to the correct amount, the monthly payment amount is still showing XXXX. I called them and spoke to a nice lady who had me upload a copy of the letter from XXXX displaying the correct monthly payment amount since she advised me that she could not find a copy of this letter from XXXX anywhere on my file, which is hard to believe but I digress, I went ahead and uploaded the document that went into extreme detail onto their website via the portal on XX/XX/year>. I received a confirmation they received it and also even that the request would be completed by XX/XX/year>. I was holding out hope that it would actually happen since I got the email with the completion date, but of course in true LoanCare fashion- it didn't happen - the payment amount was NOT updated to show the correct monthly payment amount. I needed to pay my mortgage so I went ahead and just paid the amount they showed and added the additional escrow amount under additional escrow and submitted my payment so that I wouldn't miss my due date. I had recently received the reply letter from XXXX XXXX with her direct line to handle any inquiries or issues I may have been experiencing so I put in a call to her on XX/XX/XXXX, to see if by any chance this was actually going to be updated. Well let me tell you I had to call 9 times and still I could not get a hold of XXXX or any human working in the " Office of the Customer ''. I received a call back the next day and she was apologizing and in disbelief that this still had not been updated. She said she " was escalating it and that it would hopefully be done by XX/XX/XXXX ''. Well here I sit writing to you guys on XX/XX/year> and it STILL has not been corrected or updated. Once again I am trying to contact XXXX about this and once again no matter how many times I call, there is absolutely NO HUMAN picking up the phones, it's all if I'm not available contact XXXX XXXX, she doesn't pick up either, she has you contact XXXX XXXX who surprise, doesn't pick up either. I am sure you're seeing a pattern here. So I am writing to you today to see if this finally gets them to make the necessary corrections to take my request seriously because we are responsible homeowners and have never even had a late payment on our mortgage with any company and we have also never had an experience like this lack of updating or upkeep with our previous companies XXXX or XXXX XXXX. These people bought our mortgage and DO NOT SERVICE it! They DO NOT update anything or MAKE THE NECESSARY corrections to the account even with me providing the actual letter that XXXX sent with the correct information. The problem is, if we were irresponsible homeowners we would just pay the amount displayed on their site and then we would have a HUGE Escrow Shortage that we probably would not be able to afford and then they would be salivating so they could charge us fees up the ying yang or even try to foreclose on our property. I am trying my best to ensure that they update the necessary information, but they REFUSE! They DO NOT want to help the customer in any way, shape or form. I also have another complaint that somehow they don't have our proof of Hazard insurance when we have been covered without a single second of a lapse and they are threatening to buy insurance on our behalf, nevermind that I have a letter sent via USPS from my insurance agent informing them of our coverage on XX/XX/year>, which I received which shows they were the primary recipient of said document and I was CC 'd which means they sent a physical copy of this letter to LoanCare on the same date via USPS and somehow they either never received it or didn't care to open it, read it or update the info. Have no fear I am filing a seperate complaint about this next.

In the meantime, please help me get my payment amount updated so that we can put this to rest once and for all. Please also make sure they are applying the payment correctly so that the updated difference actually goes to the escrow and not the principal because knowing them they would somehow screw that up too. Thanks in advance for your time and help.

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