Consumer complaint received 2019-08-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
My mortgage was with XXXX but due to the recent court ordered restructure to XXXX my loan was transferred to Loan Care, LLC. Based on the paper work I received any payment made after XX/XX/2019 was to be made directly to Loan Care, LLC. As I have explained to Loan Care, LLC I made my XX/XX/2019 Payment on XX/XX/2019 to XXXX because I would be out of town and at that time Loan Care, LLC information was unknown to me. 

On XX/XX/2019 I began to get notices from Loan Care, LLC that I needed to make my XX/XX/2019 payment to avoid late fees and credit reporting. I called immediately the customer service line to Loan Care and spoke with XXXX. XXXX, employee number XXXX, said it was not of Loan Care 's issue because they only take what XXXX gives them and I have 60 days to make my " missed payment ''. Frustrated I asked to speak to a manager at which he told me none were at the office. 

I then went on-line to both XXXX and Loan Care, LLC and emailed customer service attaching my payment history which showed two payments made in XX/XX/XXXX. I got NO response from either Mortgagee. 

On XX/XX/2019 I received mailing from Loan Care, LLC ( XXXX ) stating that " my mortgage is now two months behind. Unbelievable! 

I called immediately the customer service number provided on the letter. I was told this was a Virginia call center. The first customer service rep was a female but she ultimately placed me on hold till the phone disconnected. 

I called back. XXXX answered the phone. I explained to him the entire issue and he again stood by what XXXX had said, " it is not Loan Care 's issue. '' He further stated that XXXX went bankrupt and I needed to make this payment. I could not believe the lack of customer service or attempt to look at my payment history. Which come to find out is all on the Loan Care website! I asked XXXX for a manager but again no managers were on site. He said he could put a note and someone would maybe contact me in an hour or so but they will most likely tell me the same thing. 

I simply can NOT believe what I am hearing and the fact they didn't even try and understand what was going on. 

I looked further at my payment history and realized just before XXXX transference my loan to Loan Care, LLC they applied my entire payment to principal! I looked on Loan Care 's website and sure enough it shows two payment inXX/XX/XXXX with the later being applied solely to principal. CAN THEY NOT SEE THIS????? DO THEY NOT HAVE ANY RESPONSIBILITY TO UNDERSTAND WHAT IS GOING ON???? 

I have mailed a double payment today by check in which I CAN NOT AFFORD TO DO without major sacrifice. I expect that this will be applied correctly and further no credit reporting agency shall receive INCORRECT reporting of mortgage payments being late!!!! 

The WORST CUSTOMER SERVICE! Total Lack of accounting ability. This is uncalled for so many attempts were made to find and correct this error but NO ONE from Loan Care, LLC cared to even try. COMPLETE DISMISSAL. 

A mortgage company should have some sort of diligence to understand each and every loan, ESPECIALLY when the mortgagor is making numerous attempts to correct a situation.

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