Consumer complaint received 2025-10-11 00:00:00
Product: Debt collection — Mortgage debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: LoanCare, LLC
State: CA

Complaint narrative:
I am writing to demand the immediate correction and removal of the inaccurate late payment reports currently reflected on my mortgage account ( s ), which are the direct result of LoanCares servicing errors and repeated negligence. 

LoanCare currently services XXXX of my mortgages, and in XXXX, your system incorrectly transposed my account information across XXXX of those accounts, causing payments to be misapplied and reported as 30 days late despite the fact that my payments were timely and properly initiated. After my repeated inquiries, LoanCare admitted fault, corrected the issue, and removed the lates after confirming that my bank account was never debited twice and that the error originated entirely from LoanCares internal system failure. 

However, despite that resolution, this same issue has now reoccurred. As of XXXX, XXXX additional accounts Loan No. XXXX and Loan No. XXXX have been falsely reported as 30 days late due to LoanCares continued system errors, not any action or inaction on my part. The same verified account information that has been used successfully since the servicing transfer remains active and accurate in your system. The fault clearly lies with LoanCares inability to maintain accurate account data or fix the previously identified systemic error. 

I was promised a call back within XXXX business days, which has not occurred. This lack of follow-through and communication is unacceptable. Due to LoanCares negligence, my credit report has been inaccurately damaged, and my credit score has suffered as a result. 

Furthermore, I have reviewed numerous public complaints across XXXX, XXXX XXXX, and XXXX, where other customers have reported experiencing identical issues including misapplied payments, unresponsiveness, and wrongful late reporting indicating that this is part of a larger servicing pattern that warrants immediate escalation and investigation. 

Accordingly, I demand that LoanCare immediately : XXXX. Remove all inaccurate XXXX late payment reports for XXXX XXXX. XXXX and XXXX, and verify that no other accounts have been affected. 
XXXX. Provide written confirmation once these corrections have been processed with all major credit bureaus. 
XXXX. Conduct a full internal review and system audit to determine why these recurring errors continue to occur. 
XXXX. Assign a direct point of contact or case manager to oversee resolution and ensure this matter does not reoccur. 

If this matter is not fully resolved within 10 business days, I will proceed with formal complaints to the Consumer Financial Protection Bureau ( CFPB ), the Federal Trade Commission ( FTC ), and my State Attorney Generals Office, requesting a formal investigation into LoanCares servicing practices and repeated credit reporting violations. 

Please acknowledge receipt of this letter immediately and confirm in writing that corrective action is underway. 

XXXX XXXX. XXXX, XXXX, and related accounts

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