Consumer complaint received 2020-10-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: WI

Complaint narrative:
Hello, we have a mortgage that was purchased by " XXXX XXXX  ''. 
since they purchased our mortgage we have had no luck in talking with a customer support person. 
There automated service is terrible, goes round in circles and when we try to make a payment we get all the way through the process and it says they are experiencing difficulties please call back. 
This has happened on about six occasions. we have literally spent over an hour on phones trying at various time to get through. 
The kicker happened this week. 
last week we asked for a payoff amount ... ... ( we actually got a real person for the first time, apparently that's the only way to reach a real person is ask for pay off amounts!! ) ) and gave all our info that was asked for. 
I received an email with someone else 's pay off info ... ... their address names etc. I will copy it to this letter. I can only wonder who got all out personal info and how this happens. 
We just want to pay off this mortgage and get on with life. These people clearly don't care about their customers by their handling of us when we talked to the representative to the way they protect our personal info. 
At our wits end here 's what we received ... ... 

Page XXXX LOANCARE , LLC XXXX XXXX XXXX XXXX  XXXX VA XXXX PAYOFF STATEMENT Request Date : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Issue Date : XXXX XXXX XXXX XXXX XXXX XXXXt XXXX MO XXXX Loan Number : XXXX Loan Type : CONV W/O PMI Payoff Good Through Date : XXXX Property Address : XXXX XXXX XXXX XXXX XXXXXXXX  XXXX MO XXXX XXXX XXXX PAYOFF AMOUNT INFORMATION XXXX CONTACT US _ This loan is due for the Customer Service XX/XX/2020 payment. XXXX XXXX XXXX XXXX The current total unpaid principal *Calls are monitored and recorded balance is : {$190000.00} to ensure quality service. Interest at 5.25000 % : {$690.00} Less Current Escrow Balance : {$.00} Hours Suspense Balance : {$.00} Monday-Friday : XXXX XXXX. to XXXX XXXX EST Total Fees and Charges : {$24.00} Saturday : XXXX XXXX to XXXX XXXX EST Website : TOTAL AMOUNT TO PAY IN FULL : {$190000.00} XXXX XXXX CONTRACTUAL AND OTHER FEES AND CHARGES DUE _ PRO RATA PMI : {$.00} Prepayment penalty : {$.00} Processing/Recording : {$24.00} Revision Fee : {$.00} Escrow/Impound Statement Fee : {$.00} Overdraft : {$.00} Recoverable Corporate Advance Buydown Subsidy/Replacement Balance : {$.00} Reserve Balance : {$.00} Other Fees Due : {$.00} Unpaid Late Charges : {$.00} XXXX XXXX Map Fee : {$.00} Unpaid NSF Charges : {$.00} ____________________________________________________________________________ ESCROW INFORMATION Escrow Balance : {$.00} Restricted Escrow : {$.00} Please note that tax and insurance disbursements will continue to be made during this payoff statement period. A refund of any remaining money will be sent to your address of record within 15 business days. If you are relocating, please remember to update your address on our website which can be found on your most recent statement. The payoff statement amount is accurate up to the date the statement is issued. The total amount is good through XXXX. Please be advised that funds received after this date will be subject to an additional {$27.00} per day. If this obligation is not paid-in-full by the payoff good through date, then an updated payoff amount must be obtained. Depending on the state law, a charge may be incurred for such a request. Issuance of this statement does not suspend the contractual requirements to make payments when due in in compliance with the terms of your note and security instrument. If payments are not made on or before the expiration of the grace period, a late charge of {$59.00} will be assessed. PAYOFF REMITTANCE INSTRUCTIONS HAVE BEEN INCLUDED FOR YOUR REFERENCE.

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