Consumer complaint received 2018-02-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
I originally had my loan through Loancare with XXXX XXXX. In late XX/XX/XXXX my loan was transferred over to XXXX XXXX. I wasn't aware of the transfer so I made my payments as usual to Loan Care /XXXX XXXX . I always make my payments in two amounts. One payment for {$500.00} and another for {$900.00}. In XX/XX/XXXX I made my first payment to LoanCare XXXX XXXX on XX/XX/XXXX For {$500.00} I then made my 2nd payment on XX/XX/XXXX for {$900.00}.

On XX/XX/XXXX when I noticed that my payments were not being posted on my account as they should I called Loancare and they told me that my account had been transferred over to XXXX XXXX and that all my payments were being sent over to XXXX. That XXXX XXXX should have everything within a week. I set up my account with XXXX and called them up. I let them know what had happened and they took it down. 

On XX/XX/XXXX or so I noticed that XXXX XXXX had received the {$900.00} payment I made on XX/XX/XXXX but they hadn't received the {$500.00} payment fromXX/XX/XXXX. I called Loancare and they said that XXXX had my money and that I just need to wait a week or so before I can see it posted. I called XXXX XXXX and they said they have not received the payment. I waited another week and still nothing. I this point I told LoanCare that they need to research that payment for {$500.00} and let me know when it was sent over. Loan Care said they were unable to locate the payment and that it was never received. I then sent them proof from my XXXX XXXX account stating that XXXX forwarded over my electronic payment to them on XX/XX/XXXX and they accepted the payment. After several phone calls, they claim that had found the payment and that it was forwarded over to my new servicer on the XX/XX/XXXX. By this time it is now early XX/XX/XXXX. I let them know that I need proof of the payment that was forwarded over. 

They told me that would contact the cache department and see about getting proof. It would take 72 hours. I waited the 72 hours and no response so I called back and this time I spoke with a supervisor named XXXX. She said she apologized but the request was never entered. That she would be entering the request. This was around XX/XX/XXXX or XX/XX/XXXX. She told me the same story that it would take 72 hours to receive a response from the cache department. I called her 72 hours later and now XXXX is not available. So I called again the next day and again she is not available. So then my husband calls and they tell him something about a payment reversal on our account and that XXXX was not available but she would call us back. Not once did I receive a call back from XXXX. ON XX/XX/XXXX I contacted the customer advocate email they have available and all I received was an email saying that yes they found my payments and they forwarded. 

I KNOW THAT!!!! I need PROOF because XXXX XXXX  is saying they don't have the money. They never sent it over to XXXX XXXX. It is now XX/XX/XXXX and still not proof has been provided. XXXX XXXX does not have my {$500.00} I do not have a transaction number or check number from LoanCare to take to XXXX XXXX and unless I pay XXXX  an additional {$500.00} this will hit my credit report in two weeks and I will have to pay a hefty fee for late payments. 

I am so frustrated with Loancare that I am crying right now. I have tried to contact a lawyer but the amount is too small so they will not take my case. How many times are they going to take small amounts from hardworking people and get away with it. Yes {$500.00} is not much to banks but to the average working family that is one month of groceries and gas to go back and forth to work. This has been the most horrible experience I have ever had with a bank and I want to make it known.

I need help and I want something done. Loan Care has STOLEN money from me. They are THIEVES and I want something done. When is enough ; enough! I have attached copies of both my payments made to them as proof that I MADE MY PAYMENTS. WHERE IS MY MONEY LOAN CARE /XXXX XXXX?!!!

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