Consumer complaint received 2020-04-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: AZ

Complaint narrative:
I requested my Mortgater My LoanCare XXXX to remove my Escrow ( county Taxes and Hazard insurance ) from my loan on XXXX XXXX ( Ticket # XXXX ), since I decided to pay my insurance and taxes Out of Pocket. I also requested them to remove my insurance ( XXXX ) information as I was changing my Insurance company. But even after that paid {$910.00} to my old insurance ( XXXX ) company from my escrow. 

Then I requested them again on XX/XX/2020 ( ( Ticket # XXXX ) to remove Change my Insurance information from XXXX ( XXXX XXXX XXXX ) to XXXX XXXX XXXX  I clearly mentioned to them that I have paid the amount for new insurance Out of Pocket. I requested them to do all the previous corrections, but instead, they again sent me an email stating that they paid ( disembursed money ) of amount {$680.00} from my escrow account. I called them again on XX/XX/XXXX at XXXX XXXX Moutain time stating my problem. The lady on phone repled that they never received any request and said I need to upload a signed document requesting it. She said the amount they had paid to my previous insurance company will be refunded by the insurance company but after calling the insurance company they said that they never received the check or any money form my mortgager. 

I called LoanCare XXXX back on XXXX XXXX at XXXX am telling them that neither of the insurance companies received any check. The lady from Insurance department ( XXXX ) called XXXX on a conference call and enquired about the transaction and XXXX confirmed that they never received any money. After the group call, she told me that the money ( {$910.00} ) will be shown in my Escrow balance in 3-4 business days. But the money they paid to my new insurance ( XXXX XXXXl {$680.00} ), she said I would get it through refunded from the XXXX XXXX and she gave a check number ( XXXX ) as a reference to contact XXXX XXXX   te get a refund. 

Today is XX/XX/2020 and none of the insurance companies has received any check form XXXX, which clearly indicates that this mortgage company is doing fraud with me by taking my money. They are not refunding my money ( XXXX + XXXX = {$1600.00} ). 

It is questionable how can they charge me money when I made a request to remove my hazard insurance and tax from escrow ( XX/XX/XXXX ). Moreover, their intentions are clearly fraudulent when they ignore my request stating that I HAVE PAID my insurance OUT OF POCKET ( XX/XX/XXXX ). The insurance company ( XXXX XXXX ) also stated today that they have not received any check ( which was sent on XX/XX/XXXX XXXX and XXXX had mentioned not receiving any money on XX/XX/XXXX in the conference call. 

I need a total amount of {$1600.00} to be added to my Escrow balance, then remove all my liabilities ( insurance and taxes money ) from my escrow and refund me total escrow balance including the previous balance. 

Thank you

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