Consumer complaint received 2019-07-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
Hello, this complaint is in reference to XXXX XXXX XXXX or LoanCare. In XX/XX/XXXX, I received a bill stating that my taxes were delinquent, but I was under the impression that my taxes were to be paid by XXXX XXXX XXXX or LoanCare through my monthly payment. After further review, it became apparent that the bill I received was for my supplemental taxes. Unfortunately, at that time, I didn't have access to funds in order to pay the supplemental bill in full and the county treasurers office suggested that I contact XXXX XXXX XXXX or LoanCare to see whether they would pay the taxes out of my escrow account. Upon contacting XXXX XXXX XXXX or LoanCare  on XX/XX/XXXX, I was asked to email a copy of the documents to XXXX so that they could be submitted to the XXXX XXXX XXXX or LoanCare tax department for approval to be paid. While on the phone, I told the rep that I didn't want to hang up until she received my email just for good measure. After a few minutes she assured me that she had received the email and that she would forward the information to the correct department. 

After this phone call, I was under the impression that these taxes would be paid from my escrow account. The woman that I spoke to, XXXX, explained that supplemental taxes are not typically paid out of the escrow account but that because my account had enough money to cover the taxes and maintain the account minimum that she would submit them to be paid. I never heard anything from XXXX XXXX XXXX or LoanCare to the contrary that would inform me they were unable to pay the taxes from the escrow account. 

Fast forward to XXXX of this year and I received a letter from XXXX XXXX XXXX or XXXX and another letter from the county within days of each other. The letter from XXXX XXXX XXXX or LoanCare said that they were unable to pay my taxes out of my escrow account and the letter from the county tax collector said that my taxes were still outstanding. As you can imagine, I was shocked to find out that the taxes were never paid. At this point it is almost a year later, I have accrued an additional {$590.00} in interest on these property taxes due to the negligence of XXXX XXXX XXXX or LoanCare. Had I been promptly notified that these taxes would not be paid, I would have paid these taxes 10.5 months ago when I initially contacted them. 

This is a financial hardship for me to put together such a large sum of money on short notice. Had XXXX XXXX XXXX or LoanCare paid the bill as they said they would, or had they notified me in a more timely manner that the bill would not be paid, I would have not accrued as much interest. For perspective, the additional interest is approximately 18 % of the initial tax bill, obscene. 

Below I have attached screenshots showing the initial email that was sent to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX as well as the forwarded email from XX/XX/XXXX. I resent these documents to XXXX XXXX XXXX or LoanCare on XX/XX/XXXX after speaking with another woman who said she could not see the documents on my file. Additionally, I'd like to note that when you call XXXX XXXX XXXX or LoanCare, they always say that the call is being recorded for quality assurance purposes. However, when I asked that they pull a transcript of the initial conversation so that they can see that I was assured by the initial representative that the taxes would be paid, I was informed that information must be subpoenaed by a court of law. At this point, I've gotten so much run around and so much conflicting information from XXXX XXXX XXXX or LoanCare, I am refinancing my house just to get away from this terrible company that has no regard for its customers. I have looked online for similar complaints and there are people all over the country who have had similar experiences with XXXX XXXX XXXX or LoanCare.

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