Consumer complaint received 2018-03-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
I HAVE A MORTGAGE WITH LOANCARE. THIS IS THE WORST MORTGAGE SERVICE COMPANY I HAVE EVER EVER EVER EXPERIENCED!!!!!!!!! THERE ARE MANY COMPLAINTS ONLINE THAT ARE SIMILAR TO THE EXACT SAME EXPERIENCE I HAVE HAD. 

I PAY MY MORTGAGE PAYMENT ON TIME, ALWAYS, THEY CAN SEE MY HISTORY. I PAY ONLINE. I WENT TO PAY MY MORTGAGE IN XX/XX/XXXX ONLINE. I SPENT 45 MINS TO AN HOUR TRYING TO LOG ON. TRYING TO CHANGE MY PASSWORD. I CALLED TO GET HELP FOR CHANGING MY PASSWORD. THE PERSON I SPOKE TO WAS XXXX ID # XXXX. I HAD SPOKE WITH HIM ON XX/XX/XXXX. I TOLD HIM OF MY PROBLEM THAT I NEEDED HELP TO LOG ON. HE SAID HE COULD NOT HELP RESET MY PASSWORD SO I COULD LOG ON. HE SAID I HAD TO SEND AN EMAIL TO CUSTOMER SERVICE. IN THE MEANTIME I NEEDED TO PAY MY MORTGAGE. HE SAID I COULD PAY IT WITH HIM BUT THERE WOULD BE A CHARGE OF {$15.00}. I ASKED HIM TO WAIVE IT SINCE I ALWAYS PAY BY THE XXXX OF EACH MONTH AND HAVE NEVER BEEN LATE. HE SAID HE COULD NOT. THE OTHER OPTION WAS TO CALL BACK AND PAY OVER THE PHONE AND I WOULD BE CHARGED XXXX. I WAS SO UPSET THAT THE BANK IS CHARGING ME TO PAY MY DEBT. SO I CALLED BACK AND PAID WITH AN AUTOMATED RECORDED VOICE OVER THE PHONE SO I WOULD BE CHARGED THE XXXX INSTEAD OF {$15.00}. 
XX/XX/XXXX I EMAILED TO CUSTOMER SUPPORT LETTING THEM KNOW I NEED HELP TO RESET MY PASSWORD. NEVER HEARD BACK FROM THEM, EVER! 

XXXX ARRIVES I GO TO THE SITE TO PAY XXXX PAYMENT. LOW AND BEHOLD I SEE MY XXXX PAYMENT HAS NOT BEEN REC 'D. I WAS FURIOUS, SHOCKED, AND REALLY UPSET KNOWING A 30 DAY LATE CAN RUIN YOUR CREDIT HISTORY AND STAYS ON YOUR CREDIT RATING FOR 7 YEARS. I HAD PULLED MY CREDIT BEFORE THIS HAPPENED AND MY CREDIT SCORE WAS XXXX PLUS. NOW MY CREDIT RATING IN BELOW XXXX AND I WILL HAVE TO PAY MORE TO BORROW MONEY!!!!!!!!! 

I CALLED XXXX AND SPOKE WITH XXXX ID # XXXX. OF COURSE THIS IS AFTER WAITING FOREVER ON THE PHONE. SHE SAYS SORRY NOTHING SHE CAN DO. 
I ASKED TO SPEAK WITH A SUPERVISOR. I SPOKE WITH XXXX ID # XXXX. 
SHE APOLOGIZED FOR XXXX ID # XXXX NOT WAIVING THE {$15.00} BECAUSE HE COULD HAVE DONE SO. THEN I WOULD NOT BE HAVING TO SPEND HOURS AND HOURS AND HOURS TRYING TO GET THIS 30 DAY LATE REMOVED. I SPENT XXXX XXXX HOURS ON THE PHONE WITH XXXX MAKING SURE THIS 30 DAY LATE WOULD BE REVERSED. SHE SAID BASED ON THE CIRCUMSTANCES SHE THOUGHT IT SHOULD BE REVERSED. I SENT HER AN EMAIL AROUND XX/XX/XXXX. SHE SAID SHE WOULD TAKE CARE OF THIS. ON XX/XX/XXXX I REC 'D A LETTER STATING THEY WERE NOT REMOVING THIS 30 DAY LATE. I AM NOW FOLLOWING UP AGAIN. I SPEND XXXX HOURS ON HOLD XX/XX/XXXX WITH FINALLY HANGING UP. 
I NEED HELP WITH THIS. PLEASE, PLEASE PLEASE!!!!!!! I CAN PROVIDE COPIES OF EMAILS I HAVE SENT. BUT THIS IS JUST OUTRAGEOUS!!!!! ON XX/XX/XXXX WHEN I PAID MY XXXX PAYMENT I ALSO PAID MY XXXX PAYMENT. AT THAT TIME THEY WAIVED THE {$15.00}, SO XXXX COULD HAVE PREVENTED THIS WHOLE SITUATION HAD HE WAIVED THE {$15.00}

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