Consumer complaint received 2017-12-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
Dear Sir/Mam
In an ongoing investigation of my mortgage payments and escrow account with XXXX XXXX we have come across numerous attempts by this company to committ fraud and cause us injury by changing our mortgage payments and principal amount of the mortgage.Specifically, Loancare processes and withheld payments in suspense accounts that were for mortgage payments. Then when question and notified of this continue to manipulate the payments by changing the amount on the principal balance of the mortgage. Then they went back almost a year and change payments that were already made by myself to cover it up calling it misapplication reversals. They continue to cook their books and the process has been riddled with error all along. However, we kept copies and we attempted to communicate constantly with them questioning why they were doing this. Yet received numerous answers which did not correct the errors. I have recorded phone calls, I have print outs of the history of payments before and after they changed these payments around and the principal mortgage. This fraud needs to stop. They are taking advantage of veterans and the VA Loan system and it should be against the law. LoanCare has failed to conduct escrow analyses correctly and sent some me the borrower  escrow statement where the mortgage balance has increased instead of the principal balance decreasing. They have increased our monthly payment as a result of these errors as well. Today when I logged in to make my mortgage payment now says I am 30 days behind. We are not 30 days behind nor have we ever been. Our mortgage payment went from XXXX to $XXXX because of their escrow errors and now they note online we are 30 days behind. When will this stop and what will the charge us for a mortgage payment next. Just pick a number?? I will attach the before they cook the book mortgage history and what they changed it to after the claim they missplication reversal payments. Please investigate LoanCare. LoanCare is taking advantage of this VA Loan. I can't seem to get a straight answer from thier customer service. Today I was given two different amounts of payment due, its ridiculous. First I was told we owed  XXXX, then we were told we owed XXXX. We were so tired of the errors with the escrow we asked them to let us pay our own tax bills/homeowner insurance. They denied us the ability to do so. Then we asked for an analysis and things got worse.  We can't keep going like this it is to stressful. Please investigate this.  Please view the Payment history dated XX/XX/XXXX,XX/XX/XXXXXX/XX/XXXX, XX/XX/XXXXXX/XX/XXXX, XX/XX/XXXX. Pay close attention to the principal balances and the escrow paid and balances. There is something very wrong. Very soon I will be paying an accounting firm to review these documents as well and run a private analysis of all funds paid and escrow. Thank you for your time. 


XX/XX/XXXX Veteran
XX/XX/XXXX

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