Consumer complaint received 2026-05-17 00:00:00
Product: Mortgage — FHA 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: TX

Complaint narrative:
On XX/XX/2026 - Loancare ( servicer for my mortgage loan which is held by XXXX XXXX ) issued a check to me in the amount of {$3700.00}. I received the check in the mail on XX/XX/2026. On XX/XX/2026, I endorsed the back of the check, intending to deposit it via mobile deposit to my XXXX XXXX XXXX XXXX XXXX ( XXXX ) account. However, upon opening the app, I realized the amount of the check exceeded the mobile deposit amount allowance, so I made NO ATTEMPT to deposit it in my XXXX ( I have attached my XXXX statement from XXXX to prove this ). So on XX/XX/2026, I went to my XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and asked if they would be able to honor the check, given that I had already endorsed it for mobile deposit. As an aside, there are no XXXX branches in XXXX, where I live, so I took it to XXXX, where I also have an account, and chose to deposit it there, thinking I could send a portion of it to my XXXX account later. I turned the check over with the mobile endorsement on the back, I was told they would accept it, so it was deposited into my savings account and within a week it was credited to my account. Unbeknownst to me, however, on XX/XX/2026, XXXX XXXX refused to honor the check and wrote as its reason for refusal " refer to maker. '' ( see attached ) Since that date, I have been contacting Loancare multiple times a week to seek assistance. I have been assigned a case number and a case manager - she has never called me back nor left me a message. Though she claims she has. My case # is XXXX. Loancare refuses to reissue the check and claims that their records show the check was cashed. I spoke with representatives from a local XXXX XXXX branch and asked them to research the check- they responded that the check was indeed returned. I am seeking to have my check reissued and I can not get the servicer to engage in meaningful conversation with me. They claim my phone number rings once then doesn't allow them to leave a message. However, I received numerous calls daily from spam and telemarketers who are able to leave messages and get through my phone. I even asked a representative to attempt to contact me at the number on file and she hung up and was able to do so. Something is not right. If I am unable to get any compliance, I am going to seek to sue in small claims court because their refusal to give me my overage monies, has caused me great financial harm. I paid {$3000.00} out of my on pocket to put back into my escrow account, believing that I had {$3700.00} to cover that loss of money from my savings. I am now out that money. They refuse to evaluate the information I am providing them and I am concerned that they are engaging in unethical business practices at it pertains to payment of escrow overages. Please assist me.

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