Consumer complaint received 2024-01-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LoanCare, LLC
State: NV

Complaint narrative:
This mortgage is being serviced by XXXX and my payments are being serviced by Loancare. There is no real transparency or clarity provided to the customer as to why Loancare services payments for the company servicing my loan but to me, this is the same company no matter how they are setup for taxable, or non-taxable, purposes. 

On XX/XX/XXXX I received a Notice of Error Acknowledgement from LoancareXXXX stating that in compliance with applicable federal law I would receive a detailed written response within 30 days ( excluding weekends and holidays ) from what I assume to be the date of this notice. XXXX  is day XXXX ( excluding XXXX XXXX XXXX  ) and I have yet to receive a response from XXXXXXXXLoancare regarding this matter. Per what is written in this notice, this is a violation of federal law by XXXXLoancare by failing to respond to me in the timeframe stated by Loancare/XXXX 

This is not the first violation by XXXX/Loancare  however the first I am specifically reporting. I have numerous emails dating back to at least XX/XX/XXXX that I've sent to XXXXLoancare mostly reporting their broken, unsecure and deceptive website as well as their lack of security, all of which were ignored and disregarded by LoancareXXXX Meanwhile, I would receive various messages about how secure my information is in their unsecure and centralized system only to find out later that their system was compromised and my information was in fact not safe or secure as previously stated by LoancareXXXX, like I already knew and tried to report. Clearly nobody at Loancare/XXXX  cares otherwise someone would have at least responded to me about these security issues and maybe even addressed/resolved them. 

At issue here that I have been patiently waiting almost 8 months for is : In XX/XX/XXXX I changed my hazard insurance provider to XXXX XXXX setup the account to be billed to and paid by me, not my loan servicer ( aka Loancare/XXXX  ) which I then promptly paid in full. 

Soon thereafter, I receive a notice from Loancare/XXXX  dated XX/XX/XXXX stating that they received a bill for my new insurance policy with XXXX XXXX and they made a unauthorized duplicate payment to XXXX XXXX. 

I contacted both my insurance agent and Loancare/XXXX  asking for clarity as I had already paid this policy in full and asked to not have Loancare/XXXX  billed for this XXXX As confirmed by my insurance agent, Loancare/XXXX  was not sent a bill to pay. I have repeatedly asked Loancare/XXXX  for the proof of this claim they made about receiving a bill for this policy and I continue to be ignored by Loancare/XXXX. 

Also in XXXX, a impromptu escrow analysis was completed by Loancare/XXXX  that was inaccurate. I pointed out the errors, emailed Loancare/XXXX  and did not receive any response from them. In XXXX, I printed everything out, mailed everything to Loancare/XXXX  ( address provided on notice ) and still am not able to receive a response from Loancare/XXXX  outside of this notice of error acknowledgement. 

Loancare/XXXX  can provide any type of backdated document to defend themselves however my escrow account remains unchanged, I have not received any refund or seen any type of credit for this duplicate payment on my monthly statements, and I have been receiving my monthly statements since XXXX which therefore means there is no reason why I would not have received such a document/response if it even exists. 

As of now, I have paid for this new policy in full ( XXXX payment ) Loancare/XXXX  made XXXX unauthorized duplicate payment on this policy ( XXXX payments ) Loancare/XXXX  is currently calculating my prior, cancelled insurance policy as well as this new one ( for the next term, 3rd payment ) in my current escrow analysis even though I have provided proof my old policy has been cancelled and proof from my insurance agent that they were not sent a bill. 
I have not received a credit from XXXX XXXX to my original payment method. 
I have not seen any credit for the unauthorized duplicate payment made by Loancare/XXXX  from XXXX XXXX XXXX XXXX noted on any of my monthly mortgage statements since this policy went into effect. 
I've currently paid for this policy twice as well as towards the next term in my monthly mortgage payment and I am not understanding how this is fair to me or even ethical by Loancare/XXXX? Please explain how exactly this is fair to me. 
I continue to email Loancare/XXXX  only XXXX continue to be ignored, hence why I am here. 
I did get a random phone call/email last month about a new homeowners policy quote that I never asked for. I responded to this agent, XXXX, detailing the issues I have been trying to resolve since XX/XX/XXXX who said she forwarded my message to the proper department who again, refuses to respond to me and address/correct these issues. 
I have also repeatedly asked Loancare/XXXX  to stop sending me spam messages which Loancare/XXXX  continues to ignore as I receive at least XXXX spam mailing every single month. Why?

Company response to consumer: Closed with explanation