Consumer complaint received 2019-09-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: NC

Complaint narrative:
My mortgage was with XXXX XXXX, who went bankrupt. The mortgage was purchased by XXXX and is now serviced by XXXX. 

I did not receive my paperwork with the new loan number before my XX/XX/XXXX mortgage was due, so payment went through referencing the XXXX loan number. 

My payments are automated via a XXXX through my financial institution, XXXX XXXX. My loan is for {$400.00} and my payment is {$410.00}. 

My XXXX and XXXX payments were not applied to my mortgage. I began calling Loancare in XXXX. 

My mortgage is due the XXXX of every month. 

I received notice of Servicing Transfer dated XX/XX/XXXX stating my mortgage is {$400.00} and where to send payment. This came after my mortgage was already sent XX/XX/XXXX XXXX {$410.00} sent ) I changed the loan number on the new payee in my XXXX at XXXX. 

About the same time I received a copy of the bankruptcy filing for XXXX XXXX XXXX. 

XX/XX/XXXX I received a payment reminder for {$400.00} plus {$11.00} which was the difference in my escrow account. 

I mailed a payment for {$11.00} with the new loan number. 

My XX/XX/XXXX statement from XXXX arrives XXXX dated XX/XX/XXXX and due XX/XX/XXXX ) and shows me behind {$400.00} and no receipt of my escrow monies. I called and asked them to investigate. I spoke to XXXX who asked me to send her a copy of the payment transmittal from XXXX. I sent this to an email she gave me, payment XXXX. I was told I would get an ticket # upon receipt of the email. I did not get a ticket number and no one replied to my email. 

My payment for XX/XX/XXXX had the new loan # on it for LoanCare. 

XX/XX/XXXX I am told by XXXX that he put in a request to have those XXXX payments reversed from my original loan number to my correct, new loan number. He says it will take 7-10 business days and should happen around XX/XX/XXXX and to check back then. 

XX/XX/XXXX I get an letter from Loancare about my missed mortgage payment and paperwork for mortgage assistance to avoid foreclosure. 

I contact my financial institution, XXXX XXXX to verify that these payments are indeed being sent. XXXX steps up and agrees to contact LoanCare. XX/XX/XXXX I receive a letter back from XXXX stating that LoanCare was " unable to release information to third parties. '' XXXX also included a copy of the XXXX payment transmittal to Loancare. Payment date, XX/XX/XXXX plus all electronic trace numbers associated with the payment. 

My statement from XXXX dated XX/XX/XXXX for payment XX/XX/XXXX arrives and shows me being {$810.00} behind in payments. It does show the payment of escrow for {$11.00} was paid and received XX/XX/XXXX. 

I call Loancare again and I speak to XXXX. She told me I was given the wrong email address to research my loan payments. She said I needed to contact XXXX and ask for a research request. She said this would make a request for reversal of payments into my current loan. 

I called on XX/XX/XXXX to check on the reversal, I was told they BEGAN the reversal of XXXX payments on XX/XX/XXXX. 

Last week I received another statement showing me {$1200.00} past due in my mortgage payments.

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