Consumer complaint received 2019-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: GA

Complaint narrative:
XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX XXXX  XXXX, VA XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, GA XXXX Re : Error Resolution Notice under 12 C.F.R. XXXX Mortgage Loan Number : XXXX I am writing to request correction of the error described below in regard to the mortgage on my property at XXXX XXXX XXXXXXXX XXXX, XXXX, GA XXXX. 

Escrow Errors Problem Description : You took over my mortgage loan from XXXX XXXX XXXX as of XX/XX/XXXX. 
When I received the Escrow Disclosure Statement datedXX/XX/XXXX, it showed a deficit of {$340.00}. I called your office and was told that it would be corrected. 
I received the Escrow Disclosure Statement dated XX/XX/XXXX and it showed a deficit of {$530.00}. I called your office and my insurance agent on XX/XX/XXXX: o Talked XXXX at your office who said it was a problem with my homeowners insurance and she suggested that I get less expensive insurance. 
o I then called my insurance agent who assured me that their 7 % increase only amounted to $ XXXX, which is nowhere near $ XXXX+ o I called your office back and spoke to XXXX who couldnt understand the problem, so I asked to be transferred to a supervisor o I talked to XXXX XXXX She reviewed the records for an extended period of time and concluded that there was a problem she couldnt identify or fix. She said she would send the issue to the Escrow department, and theyd get back to me. 
o OnXX/XX/XXXX, I contacted your office again since I hadnt heard anything. 
I spoke to XXXX XXXX who looked at the account and I convinced her to send me to Escrow. They didnt answer for an extended period and I had to prepare for a teleconference. XXXX XXXX said shed ask the Escrow staff to call me at XXXX XXXX  Eastern Time Unfortunately, I was still on the phone at XXXX XXXX., so I dont know if they tried to call or not. 
I called back ( the wait time was up to an hour ) and talked to XXXX. She tried to tell me it was correct because there were left over expenses from property taxes. I havent paid property taxes, starting inXX/XX/XXXX, so I demanded to speak to someone in the Escrow department. She put me on hold, but I grew weary of waiting and hung up. 
o I called the broker I got the loan from, and he wanted to help me if I could get a copy of my latest statement. I went to your XXXX where the statements were supposed to be saved, but I cant find any in the XXXX XXXX tab. I requested XXXX in XX/XX/XXXX 
Resolution : I request that you review the escrow account and provide me with a reconciliation from when you took over the account to the present day. There is no reason why any large deficiency should be present. 

I requested to pay my own property insurance, but was informed that I wasnt eligible. I make the same request to you, eligible or not, because that would resolve this entire issue. I have no reasonable belief that this wont happen again in the future. 



If you need to contact me, I can be reached at XXXX, XXXX ( daytime phone ), XXXX ( cell phone ), XXXX XXXX XXXX XXXX, XXXX, GA XXXX. 

I look forward to a quick response from you indicating that you have received this Error Resolution Notice, and a quick resolution to this problem. 

Sincerely, XXXX XXXX Copy sent via email and original following via USPSXX/XX/XXXX The company called me because my payment wasn't in the amount on their records. This is the FIRST TIME that they ever mentioned anything about the payment amount changing. 

The agent re-explained to me that there is a deficit in my escrow account. I explained to him that there was never a huge deficit when the former servicer had the account. 

Now, after they take over, they say that there's a big deficit. I want to know where the money went that was able to pay the mortgage up until that point. 

I KNOW they're showing a deficit. I want to know WHY the account got this messed up, and where the money is that was paying everything just fine until they took over. 

I believe that a reconciliation from the time they took over would help all of us. And, maybe there was a problem when the former servicer, XXXX XXXX XXXX, transferred the escrow account. I really need help. They say that the target resolution date for the Error Resolution notice shown above is XX/XX/XXXX. 

I don't want to pay any additional money until we figure out what I really owe. They say that they will hit my credit report before they come up with their resolution on XX/XX/XXXX. 

I'd appreciate anything you can do to speed up the resolution of this problem.

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