Consumer complaint received 2020-03-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
My lender changed servicer on or about XX/XX/XXXX. I mailed a check to LoanCare ( my new loan servicer ) on XX/XX/XXXX for XXXX 's mortgage payment in the amount of {$3000.00}. I left for an international trip on or around XX/XX/XXXX. I had an agent send a cashier 's check in the amount of {$3000.00} to LoanCare 's PO Box in XXXX for XXXX 's mortgage payment, because Loancare had not sent me the necessary information to set up an online account. When I returned in the middle of XX/XX/XXXX, Loancare said I was late for XXXX 's payment. I called Loancare multiple times in XXXX regarding that cashier 's check and the agents at LoanCare informed me that they had not received the cashier 's check yet. I called XXXX XXXX XXXX to cancel the cashier 's check, but they informed me that the cashier 's check had been cashed. They conducted an internal investigation over the next few months because LoanCare had said they did not receive the cashier 's check. Ultimately, XXXX  XXXX XXXX confirmed that the cashier 's check had been cashed by Loancare. 

After XXXX  XXXX XXXX completed its investigation, I started following up with LoanCare regarding the cashier 's check. On XX/XX/XXXX, I called to follow up on the cashier 's check. The agent told me to send an email to payment research and submit a payment inquiry through their online portal. I did both. I did not hear from them. ( Ticket number : XXXX ). 

I followed up with LoanCare on XX/XX/XXXX telling them that I had not received an update regarding my inquiry. I spoke with XXXX ( employee ID Name : XXXX ), and she indicated that the matter had been resolved. She said that one of the checks was credited to the wrong loan number, and that the amount of the check ( {$3000.00} ) was being sent to my current loan servicer ( XXXX XXXX ) as a refund. I told her if she could send me this information in writing because I never received a response, and she said she could not. I told her if I could speak to someone as to why not. She said I would have to submit another inquiry via LoanCare 's online portal. I called my current loan servicer ( XXXX XXXX ) on the same day, and they confirmed they had not received a {$3000.00} credit from LoanCare. I submitted another inquiry via the online portal ( Ticket number : XXXX ). 

On XX/XX/XXXX, I followed up with LoanCare again regarding the cashier 's check. I told XXXX ( Employe Id  XXXX ) that I submitted the inquiries via LoanCare 's online portal but I have not received a response. My inquiries just sit in limbo. She indicated that that is probably the case because my loan is no longer serviced by Loancare and people are not reading the notes regarding my inquiries. She said she would escalate my inquiry directly with my lender. She gave me a new ticket number ( XXXX ). 

I have been talking to multiple service representatives about this issue and no one knows what is going on. I have asked the representatives if I can discuss the issue directly with the payment research department but no one wants to transfer me to them. I am not sure what else to do hear because my issue is not being resolved.

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