Consumer complaint received 2020-05-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: NJ

Complaint narrative:
I tried refinancing to lock a lower interest rate starting XX/XX/XXXX, and when I tried closing on the refinance the bank informed me that there is a tax lien on my property because of unpaid taxes. I was never notified of any tax lien by the town nor by my loan servicer prior to this and I have been paying my taxes through escrow account lumped into my monthly mortgage payments to the loan servicer. I called the town tax collector immediately who sent me the tax lien document which I will attach. This was XX/XX/XXXX precisely 4 weeks ago now, and showed the mortgage servicer owed {$18000.00} due by XX/XX/XXXX! They never paid for over 1 year including this 1st Quarters and second quarters taxes that were due XX/XX/XXXX and XX/XX/XXXX. When I called the loan servicer, now 4 weeks ago, they made me file an inquiry which I did with the attached document. They discovered they were paying my taxes to the wrong Parcel number, essentially the wrong property! and the money was being sent back to them as the taxes for that parcel would come back as already paid. They checked with my deed and admitted they had punched in wrong numbers for the parcel for my property. They said they would escalate this. I received only 1 email every week since stating they are processing my inquiry. I had to call literally daily and argue with supervisors and managers to escalate this to highest level and for me to be able to speak with tax department. When I also called to ask for something in writing that states I am not responsible for this and this was in fact their fault which they admitted to, everyone tells me that they can not provide me any documents stating this and they also said they can not connect me to anyone in the tax department. 
finally on XX/XX/XXXX they showed on my payment history two checks that they cut out of my escrow account amounting to {$16000.00}, as they told me they would separately cut check for {$2000.00} for the late fees and penalty as this also not my responsibility to pay. 
They reassured me that the town tax collector would receive the checks via mail latest XX/XX/XXXX, but he has yet to receive them as I speak with him daily. on XX/XX/XXXX I filed another inquiry with them regarding the escrow account they depleted as this was my money they used to pay the taxes again! My account was negative {$10000.00} which they credited back but that left my account at XXXX. When I initially had {$5100.00} in my escrow! so they paid the wrong property taxes with my money initially for over 1 year, and then they took the extra {$5000.00} out of my escrow to pay off the tax debt again with my money! They owe me that escrow balance to be back to what it was originally, and to pay the tax lien in full, AND I want them to provide me a document stating that this was in no way my fault and nor was I responsible to pay any of the taxes from the lien owed nor the penalty fees. I wrote an official letter from this website provided by CFPB to mail them officially to see if they will fix these errors but I need help from the CFPB as I am at the mortgage loan servicer 's mercy at this point. 

The lien is still not able to be uplifted from my property as they Checks have not reached the tax collector yet. I asked for copies of the checks and or a tracking number which they told me they could not provide as they do not do that.

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