Consumer complaint received 2022-08-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: LoanCare, LLC
State: WA

Complaint narrative:
I have recently XXXX earlier this year on XX/XX/XXXX and have decided to begin paying off the balance of my mortgage which was {$61000.00} on that date. On XX/XX/2022, I made an extra principal payment online in the amount of {$50000.00} followed by another extra principal payment of {$11000.00} on XX/XX/2022. My regular monthly mortgage payment in the amount of XXXX was made shortly thereafter on XX/XX/2022, which was applied towards the principal, interest, and escrow. The remaining balance of my mortgage principal on that date was {$77.00} When I attempted to make a final online extra principal payment in that amount, I was unable to do so because my payment was blocked online. I received a message stating that " Online payment scheduling is currently unavailable. '' So, I contacted my loan servicer by phone and was informed that I needed to make final payment either by certified check or a wire transfer. The first representative I spoke with informed me that the final payoff amount needed to be generated and was unknown at that time. When I questioned him about the amount due, he refused to give me an estimate, claiming that it was an unknown amount. He said he would generate the payoff statement and send it to my email within a few days. After that conversation ended, I called back again within a few minutes because I had more questions. The female I spoke with at that time had no trouble telling me the exact amount of the payoff that that was due : {$2100.00}. I questioned why I was required to pay in excess of XXXX XXXX dollars when my principal balance was only {$77.00} as of XX/XX/XXXX, and that all the interest, and escrow amounts had been paid up to that date. I was told several different reasons why I was required to pay the extra amount. She began postulating that I owed to the previous loan provider, or that my loan was " piggy backed '' and so on and so on. None of this made any sense to me and I emphatically stated this to her. A few days later I received the payoff statement in my email showing a " current and second unpaid principal '' in the amount of {$2100.00}, and " fees and charges '' in the amount of {$440.00}. The total amount due, according to them is {$2600.00}. Today, XX/XX/XXXX, I phoned them again to inform them that I wished to only make a regular mortgage payment on XX/XX/XXXX and forgo paying off my mortgage at this time, but I was still unable to make any online payments because I was still blocked from doing so - I was still receiving the message " Online payment scheduling is currently unavailable. '' I also asked them about a letter I recently received from them claiming that my financial institution had " rejected the bank account and/or routing number provided ''. This is obviously a lie perpetrated by them. I have been making online payments to them using my same bank account for years. When I questioned her today about the extra amount that LOANCARE LLC was requiring me to pay to satisfy the payoff she stated that there were late fees from the past and so on... I informed her that I have an excellent credit rating and have never been late with payment to any of my creditors. I feel this " financial institution '' is trying to squeeze me for as much as they dare in hopes that I will pay them just to close out my mortgage. This is unethical and criminal behavior.

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