Consumer complaint received 2019-08-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: VA

Complaint narrative:
My home loan was transferred from XXXX XXXX  to LoanCare effective as of XX/XX/2019. I called LoanCare customer service on XX/XX/2019 and spent 3 hours trying to find solutions to various problems I had with my LoanCare account. It took 45 minutes on hold to speak with a customer service representative. I attempted to remedy my first problem at this point. I had created an online account on their website and after inputting my loan information I discovered that LoanCare incorrectly input my Wife 's middle initial from the loan documents that they received. I told the customer service representative this and they told me the loan documents must have her middle initial incorrectly listed. I assured them that this was not the case and asked them to check the loan documents they had on file and fix their error. They told me that they needed proof of identification to do this so we sent them a copy of my wife 's passport. Now 3 days later they have not fixed the problem yet. 

I also needed to update my home insurance policy information, we combined our car insurance with our home insurance to lower our premium. I sent this information to Loancare but they had not updated our account with the reduced premium. I was transferred from customer service to the insurance department and waited on hold for another 30 minutes. They then updated the insurance information incorrectly by entering the effective start date of our insurance policy as the expiration date. This made it seem to them like our insurance policy had expired. I was transferred back to customer service and then transferred back to Insurance when I realized the error they had made. At this point neither customer service nor the insurance department was able to fix their incorrect data entry and I gave up as I had been on the phone for 3 hours and transferred so many times. While talking to customer service I also had to tried to get an answer to another issue, I had received a real estate tax bill from XXXX XXXX. I asked a LoanCare customer service representative about this tax bill and they informed me that LoanCare had paid the bill in XX/XX/XXXX. I would learn that this information was incorrect when I called XXXX XXXX 2 day later to confirm that the bill was paid. 

On XX/XX/2019, I spent 2 more hours on the phone with LoanCare trying to fix the problems that they were not able to fix 2 days before. I was again shuffled around to different departments and did not receive satisfactory answers to any of my questions. A customer service representative put me on hold to verify if my tax bill had been paid and than transferred me to the insurance department for no reason without answering my question. The Insurance department said they could not answer my question and transferred me back to a different customer service rep with long waits on hold between each transfer. I was than told that they could not find the email with the real estate tax bill I sent them but miraculously when I asked to speak to a manager they found the email immediately. They then told me that the real estate tax bill was a supplemental bill and I should pay it out of my own pocket. 

At this point I hung up and called my insurance representative from XXXX XXXX  XXXX who promptly called Loancare and fixed the incorrect insurance information they had on file. I than called my loan processor from XXXX XXXX and they fixed the Real Estate Tax bill problem which by discovering that the title company had sent a check to XXXX XXXX that had not been cashed. 

LoanCare has intentionally horrible customer service and does not make a good faith attempt to address the issues that customers are having with their accounts. They also have extremely long waits to talk to a person and they transfer you to different departments with no warning. This system seems to be designed to make customers so frustrated they will give up and stop calling. 

If I had listneded to the incorrect information I as given by 2 different LoanCare LLC representatives than I would have been charged late fees on my real estate tax bill or paid a {$3000.00} bill that I did not need to pay.

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