Consumer complaint received 2023-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: PA

Complaint narrative:
My loan was sold to LoanCare Inc from XXXX XXXX XXXX. The loan was completely transferred over on XXXX My homewoners insurance was due to expire on XX/XX/XXXX. I received the bill from XXXX for the new homeowners insurance and forwarded it to LoanCare to pay it. LoanCare made a disbursement on XX/XX/XXXX from my escrow account in the amount of {$880.00} for the renewal of my homeowners insurance. My initial homeowners policy document for XXXX  went out XX/XX/XXXXXXXX  and this was all transferred over to LoanCare when they purchased the loan. 
On XX/XX/XXXX, I received a letter in the mail from LoanCare stating that my hazard insurance had expired and they were going to purchase homeowners insurance for my property, and that I would be responsible for the period during which the insurance they buy is in effect for that which I do not have insurance. 
I sent them my renewed policy, which was renewed and finalized as of XX/XX/XXXX. My XXXX agent XXXX XXXX can confirm that there was no gap in coverage, and that LoanCare themselves submitted the payment of {$880.00} for the policy on XX/XX/XXXXXXXX I have a copy of the email from LoanCare with this information and a screenshot. 
I have read all the one star reviews on LoanCare, and have seen similar complaints where they attempt to sham people out of money by claiming they don't have documents, or failing to transfer documents in a timely manner such that the people who are diligent about making their payments are not only held accountable, but are scammed out of more money. 
I have never had this happen with any other servicer. I believe this company is a scam. I am going to be charged at least a month 's worth of very expensive insurance that this company went ahead and purchased, when I not only had the policy in the works since XXXX of this year and finalized timely on XX/XX/XXXXXXXX  ... ..BUT THEY PAID THE NEW POLICY RIGHT OUT OF MY ESCROW ON XX/XX/XXXX!!!! 
Please please please investigate this company. If I dont pay for their insurance, i'm sure they will turn me into collections. Read the reviews on XXXX, XXXX, XXXX... ..everyone has a horror story about these people. Again, I have been a mortgage holder for quite some time and have had many servicers. This is a first where a servicer is charging me for something already in place ( my insurance agent and I are meticulous about my policies and making sure everything is up-to-date and timely ), AND THAT THEY THEMSELVES MADE THE PAYMENT FOR!!!! 
Is there any way I can switch to another servicer???? 
We should be able to do this. I work very hard and pay my bills and mortgage in a timely manner. This to me is a blatant attempt to steal money from me. I am going to speak to an attorney this week as well. Please have them sell my mortgage and please please investigate this company. 

Thank you so much!! 

XXXX 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