Consumer complaint received 2024-10-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LoanCare, LLC
State: PA

Complaint narrative:
I called Loancare who is servicing the mortgage for my property in XXXX, MD. I called on XXXX to make a XXXX  and ask why the portal started my payment wasnt due until XXXX. I didnt want to not pay the XXXX payment simply because the site said it wasnt due. The agent I spoke with advised I was a month ahead from an assigned payment made in XXXX, I said I wanted to proceed with the XXXX payment, and she took my information and processed the payment on the phone. This payment was processed and completed, and just three days after this payment was processed, another XXXX  was auto drafted from my account. When I called about this on XX/XX/year> I was advised that I needed to go to my bank and get a transmittal form from my bank and to submit it to the mortgage service for a refund. On XX/XX/year> I went to XXXX XXXX  in XXXX, PA and was told by the bank teller and branch manager that they never heard of a transmittal form and didnt know what I was talking about. I explained the situation and they provided only a screenshot of my account at that time. I called Loancare on XX/XX/year> and advised that the bank did not have a transmittal form as I was instructed my Loancare to do for the return and this was the only instruction they provided. When they heard I could not get a transmittal form they told me its their policy and they couldnt process a return without it. I couldnt find any such policy online, on my statement or anywhere in their literature. I requested that they provide that to me in writing, and I was told that they do not have this in writing but can provide cut verbally. The agent provided their version of the policy, which did not include a transmittal form. They said they only needed a copy of a statement showing the funds were completely processed. I told them the bank couldnt do that because they cant get a statement until the month closes, which it had just closed on XX/XX/year> and Id have to wait until XX/XX/XXXX to get a statement. I asked for a copy of this policy as I was not able to find it and I was informed that they do not have this in writing that they can only read me the policy. I asked why they are forcing a customer to follow a policy thats not provided to the public and they couldnt answer.

This representative could not provide another solution so I called back. The next representative told me that I was REQUIRED to provide a bank statement with my name, account number, proof of funds at the beginning of the month and that the funds have been fully removed from my account for this payment. I advised them that this is causing a hardship to me and that I need this. ASAP and could not wait via month to provide this information as my bank said they could not provide anything beyond what was provided already. I asked for a supervisor and was told theyd call back. I called again to try and get someone else to provide the refund information as at this time I had two conflicting versions of this policy. The next agent told me I only needed to show them a screenshot of the transaction completed and that there were still funds available and that tge transaction wouldnt be reversed.I was then transferred to their escalation department. I spoke to their escalations department and was advised that not only did they require a bank statement only but also that the copy had to be in PDF form only and submitted to a specific email address. At this time I had 4 different versions of how I as a consider was supposed to execute the return policy to get my refund. I tried numerous times escalating this to a manager and was sent to the escalations department. The escalations department transferred me to a manager named XXXX after calling repeatedly for hours trying to address the situation as again I stated this is causing me a hardship as I will not be able to cover bills with this money out of my account. XXXX stated that he would call back the next day between XXXX XXXX XXXX, I did not receive a call until XXXX on Thursday XX/XX/year>. XXXX advised my case manager would be contacting me Friday and that they would expedite my refund once theyve confirmed my information. On Friday I missed the call with the case manager because I was on the phone, when I called back I was advised by customer service and escalations that I could not speak directly to my case manager. I was asked if I wanted only 1 or two patients retrieved as I was now two payments ahead. I advised that at this time as long as they dont continue to play games and drag this clout I only wanted one payment. 

I called back today XX/XX/year> and spoke to now 6 customer service agents, Im being told I can not speak to my case manager, I can not speak to a supervisor and my refund if completed wouldnt be going out until Wednesday at the earliest.

The agents will talk over customers, and treat them terribly. Ive never had an experience like this with any government agency and theres no way I can imagine that XXXX XXXX who owns my mortgage would allow their servicing company to treat consumers like this. I also find it interesting that XXXX XXXX is the CEO of Loancare where consumer rights are disregarded and hes on the board of XXXX XXXX possibly influencing policies, he should be removed.

If anyone can provide information regarding consumer rights with mortgage servicing Id appreciate that as well.

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