Consumer complaint received 2026-07-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: FL

Complaint narrative:
I am filing this complaint regarding multiple mortgage servicing errors by LoanCare , LLC involving my escrow account, homeowners insurance, payment processing, and unauthorized electronic withdrawals. On XX/XX/year>, LoanCare correctly paid my authorized homeowners insurance premium of {$3200.00} to XXXX XXXX Insurance Company from my escrow account. My previous XXXX XXXX Insurance policy was cancelled effective XX/XX/year>, and XXXX XXXX became my only active homeowners insurance policy. Despite this, LoanCare later accepted and processed a XXXX XXXX insurance policy that I never authorized and disbursed an additional {$4100.00} from my escrow account on XX/XX/year>. I immediately disputed this payment after discovering it. As a result of including both insurance disbursements in my escrow calculations, LoanCare increased my monthly escrow payment. LoanCare later issued a corrected Annual Escrow Account Disclosure Statement dated XX/XX/year>, reducing my monthly escrow payment by {$400.00} effective XX/XX/year>, confirming that the prior escrow calculation had been corrected. In addition, LoanCare initiated multiple electronic ACH withdrawals from my XXXX XXXX XXXX account during XX/XX/year> after I had cancelled automatic payments. One retry withdrawal overdrew my checking account. I also submitted a separate {$4100.00} payment specifically intended to restore my escrow account after the XXXX XXXX disbursement. LoanCare initially applied that payment entirely to escrow but later reversed and reapplied it during subsequent payment processing. My account history now reflects numerous reversals, payment reallocations, and unapplied funds that I have not received a complete explanation for. Today I am sending LoanCare a Qualified Written Request ( QWR ) and Notice of Error under the Real Estate Settlement Procedures Act ( RESPA ) requesting a complete investigation and servicing records. My immediate concern is that my XX/XX/year> mortgage payment remains inflated even though LoanCare completed a corrected escrow analysis on XX/XX/year>. My grace period expires on XX/XX/XXXX, and I am attempting to resolve the correct payment amount before late fees or adverse credit reporting occur. I respectfully request that the CFPB ask LoanCare to : Expedite review of my account. Correct my XX/XX/year> mortgage payment to reflect the proper escrow amount or apply an equivalent credit. Correct any remaining escrow and insurance servicing errors. Investigate the unauthorized ACH withdrawals and payment reversals. Provide a complete escrow reconciliation and accounting of unapplied funds. Suspend late fees and negative credit reporting while these servicing issues are under review. Provide a written response addressing each servicing issue identified in my Qualified Written Request. I have extensive documentation supporting each of these issues, including escrow analyses, insurance records, payment histories, bank records, and correspondence with LoanCare.

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