Consumer complaint received 2021-03-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: NJ

Complaint narrative:
We have repeatedly contacted the company LoanCare about the issues of our previous complaints, and after receiving word from CFPB, they finally began listening to what we have to say. The latest packet that we have received from Loancare states that we still have XXXX and XX/XX/XXXX as well as XX/XX/XXXX payments to pay off. This all alludes to a total of {$7100.00} which we have already paid because we follow our scheduled monthly installments. We have repeatedly sent out proof of payment, and there is always a new month from a previous year which they claim we have not paid. We have paid all of our mortgage payments and taxes on time. XXXX XXXX claims that they have paid two Quarterly taxes, one of which got sent back to them as a refund, and they sent it to Loancare. Loancare claims that they have sent our one Quarter tax money to the township. The township will not accept that money because we have already paid the township directly. The other quarter that XXXX XXXX  paid to the township got refunded back to us, and we sent it to Loancare. If the parties involved could find the money that Loancare apparently sent to the township, yet the township did not accept, this issue would be resolved. 

The next issue at hand is regarding the escrow account that Loancare opened despite us having paid our escrow to our township among our other payments. After receiving word from CFPB with our previous complaints, Loancare claimed to have removed our escrow from our account and issued us an escrow refund. However, they claim to have refunded us after satisfying our escrow advance balance with a total of {$1800.00} remaining to give back. They should be refunding us {$3800.00} because we do not have any balance regarding escrow with Loancare. This {$3800.00} is the money that XXXX XXXX  sent to Loancare ( refer to the first paragraph ). As previously mentioned, we handle our escrow through the township. Thus we sent back the {$1800.00} back to Loancare because it does not belong to us. If Loancare were to distribute the funds in which they claim to return to us to where they claim they are missing payments from, the missing money issue would be resolved. However, Loancare claims that the current required payment is {$7100.00}, which is entirely not plausible. For the past 11 years, we have consecutively paid off our principal and interest to our lender. It is after XXXX XXXX sold to Loancare that these issues began arising for not just us but a whole community of others. Please try and help us with this issue as they refuse to listen without legal or government pressure. We have all the proof necessary to show that we pay our mortgage and taxes on time. They have obliterated my credit score on the claims that I have payments pending. Please help us as this has become our worst nightmare, from threats of foreclosure to hanging up on calls with us after holding for hours.

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