Consumer complaint received 2019-11-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CO

Complaint narrative:
Our information : XXXX XXXX XXXX XXXX LoanCare loan number XXXX XXXX XXXX phone number XXXX XXXX XXXX XXXX email address XXXX XXXX XXXX Last 4 of my social security number XXXX email address on the account XXXX OLD XXXX loan number Reference numbers Loancare- LTK XXXX XXXX XXXX XXXX XX/XX/XXXX LTK XXXX XXXX XXXX XXXX XX/XX/XXXX LTK XXXX XXXX XXXX XXXX XX/XX/XXXX Ref # XXXX XX/XX/XXXX XXXX : LoanCare was sold our mortgage load by XXXX. 
We made our first payment to Loancare XX/XX/XXXX. 
On XX/XX/XXXX we received a letter stating they had not received the payment. 

We have confirmed with our bank that Loancare was paid by XXXX. 
I have called many, many times and the process has become frustrating. 
I have no confidence Loancare is working to resolve this problem. 

More than one agent has told me this happens often. 

I also MAILED a complaint with documentation with my XXXX payment and received NO reply. 


-- -- XXXX -- - XX/XX/XXXX Call XXXX  as we have a bill for XXXX. 
Call again to confirm the loan has been sold Speak to XXXX XXXX confirms load was sold and we now pay Loancare and we disregard the XXXX bill from XXXX XX/XX/XXXX Send Loancare payment of XXXX using electronic funds transfer from XXXX XXXX  We use the amount and account number from the XXXX notice of servicing tranfer. ( There is only one account number ) XX/XX/XXXX XXXX ( new name to us ) sends us statement stating we have not paid XXXX payment XX/XX/XXXX XXXX the XXXX letter, recognize our payment has been lost by XXXX, begin trying to get Loancare to find the payment and fix the problem. 
Create account with XXXX at NewRez.myloancare.com Log contact call on the XXXX website with description of problem and clear direction to call me. 
XXXX and Loan care messed up the loan transfer Create web account with LoanCare/New rest https : //newrez.myloancare.com Why havent they contacted us if they did not get paid? 



XX/XX/XXXX Call Loancare XXXX XXXX XXXX talk to agent XXXX  agent XXXX XXXX XXXX tells me to call XXXX and my bank ( not correct as it turns out. ) Email from XXXX from the request for help yesterday. 
The email states Our records reflect that your questions and concerns were addressed with a representative that you spoke with on XX/XX/XXXX. If you have additional questions in regards to this matter please contact customer service at XXXX. 
This is NOT true and not what I asked for. 
No effort was made to address my concerns. 

Call XXXX talk to XXXX who states she can not help me as our loan has been transferred. 

Talk to supervisor, XXXX at XXXX. 
XXXX states the notice of servicing letter from XXXX is a goodbye letter. 
And, asks, did we receive a hello letter from LoanCare? 
No, we did not. 
XXXX state the she does not have access to the account anymore as it is LoanCares now. She states the problem has to worked out between me, our bank and LoanCare. 

She suggests I put provisions on my account so my credit is not impacted and suggests to pay XXXX now. 
We are mailing a check with the XXXX payment with different value from the XXXX payment to the address on the XXXX statement received XX/XX/XXXX {$1700.00} XXXX vs XXXX for XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX We call XXXX bank and speak to XXXX. 
XXXX confirms the electronic payment date of XX/XX/XXXX XXXX commits to send email to LoanCare demanding the amount be credited to our XXXX payment. 

XX/XX/XXXX XXXX XXXX LoanCare XXXX loancare back XXXX XXXX XXXX XXXX XXXX XXXX Talk to rep XXXX Emp ID # XXXX XXXX asks for OLD XXXX account ( # above ) and states this happens often. 
Per XXXX explanation, she opens a webform, corrects the account number and sends the form to a location for managers approval. 
She explains the payment is in the unapplied payment bucket and after a manager reviews and approves this change, our account will update. 
XXXX says to allow 3 business days ( Fri, Mon, Tue ) but it may update sooner. 

XX/XX/XXXX Call Loancare XXXX XXXX XXXX XXXX XXXX XXXX Speak to rep XXXX XXXX ID XXXX XXXX XXXX says XXXX direction is incorrect, XXXX opened an incorrect work order and the case was closed (?? ) Why would the case be closed if my payment has not been found? 
XXXX has new direction : Get a copy of the canceled check from the bank. 
This was an XXXX so I went to the bank that day and picked up a copy. 
Send the payment proof to PaymentResearch@myloancare.com XXXX opened a new work order. 
XXXX states there will be no late fee, my credit will not be affected and there will be no additional interest charged as the interest is pre-set. 


Email PaymentResearch as requested with an request for assistance locating the payment and a copy of the XXXX. 

XX/XX/XXXX Call Loancare XXXX XXXX XXXX XXXX XXXX XXXX XXXX agent # not given States the XXXX statement is not sufficent Tells me to send bank statement. 
I send the bank statement pdf via email Mail XXXX payment XXXX tracking number XXXX XXXX XXXX XXXX XXXX XXXX I include a written request for help with documents supporting the payment. 
The payment for XXXX is delivered XX/XX/XXXX at XXXX. 
I DID NOT EVER GET A REPLY IN WRITING TO MY REQUEST IN WRITING. 

XX/XX/XXXX I speak to XXXX, agent ID XXXX and am transferred to supervisor. 
XXXX XXXX agent ID XXXX states this is a common occurrence and reviews the case. 
We call XXXX XXXX  and conference with bank officer XXXX. 
XXXX XXXX confirms the payment was made as the XXXX document states ( attached. ) XXXX commits to suppressing until XX/XX/XXXX any effect on my credit, and late fees will not be charged. 
XXXX commits to having the problem resolved by XX/XX/XXXX ( 2 weeks from this date. ) I ask for a callback on XX/XX/XXXX to confirm progress and XXXX agrees. 
( There is no call back. ) XXXX XXXX  FAXES PROOF OF PAYMENT TO LOANCARE ( attached ) XX/XX/XXXX XXXX tracking confirms XXXX payment delivered XXXX XX/XX/XXXX Check status I see the XXXX payment posted ( for XXXX. ) XXXX XXXX, agent # XXXX, reviews my notes and puts me on hold while checking status of the XXXX payment. 

XXXX found the XXXX and is searching by the account number on the XXXX XXXX No results. 
Agent will re-open ticket with cashiering and include both ticket numbers, XXXX XXXX and the XXXX document. 

XX/XX/XXXX Collection letter arrives!! Dated XX/XX/XXXX. 
Call XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX finds : Ticket still open and sees expected close date is XX/XX/XXXX He will add note to call to stop the collections process Transfer to XXXX ( collections ) agent id XXXX. XXXX XXXX, no proceedings will go forward. Also states, this happens often. There is a lot of confusion And by law, collections letters have to go out XXXX confirmed late fees, and credit notices have been suppressed until XX/XX/XXXX. 
He stated the payment research team is working on this. 


XX/XX/XXXX Check website no update XX/XX/XXXX Check website no update, call later today. 
Call Loancare XXXX XXXX XXXX sends me to XXXX XXXX XXXX Pulling up documentation. I gave XXXX both XXXX numbers. 
He can see the ETF but can not find the bank statement. 
( This was stated in an earlier conversation and by the time I located the email, the agent had found the doc. ) I sent the bank statement again. 
New # XXXX see above XXXX has me on hold while he compiles an escalation ticket ( different than we have done before. ) I give him my phone # and email address. 
He has received the re-submitted by bank statement and is attaching it to the new ticket. 
Ref # 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