Consumer complaint received 2019-03-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: AL

Complaint narrative:
COMPLAINT AGAINST LOANCARE LLC I am representing my mother. She passed away on XX/XX/2018. She has a note on her house through LoanCare LLC.

After my mom passed to took a couple of months for my older brother to sign his paperwork to probate her will, this put me in a big bind, since I could not sell any part of the estate without probate. 
I tried to keep the payments up on the house but LoanCare LLC kept refusing them. They refused my payment online, they refused my church 's payment for the amount of {$540.00}. It took 5 weeks for them to tell me that and return the check.

As soon as I got it I wrote another check for {$1800.00} and sent it along with the check from the church of {$540.00} for a total amount of {$2300.00}. They refused it again. 
They had already turned it over to XXXX XXXX since I got the first letter from them on the same day I put the checks in the mail. This letter stated that I had to pay the full amount of the loan. I called LoanCare LLC and asked them what was going on and why did I have to pay the full amount to fix this problem. They told me it was only supposed to be for the reinstate amount. They were supposed to get in touch with the law firm and get this fixed. I responded to the letter from XXXX XXXX via faxed document. I then called them to verify that they had indeed gotten my fax. They said they did but it would take a couple days to get it to XXXX who was handling this case. I waited a couple days then called XXXX and asked her if she had seen the fax and had she spoken to LoanCare LLC? Since they had told me it was to be for the reinstate amount not the total balance due. She had not done anything and then when I informed her that my mom had passed and would she need other paperwork from me she requested that I fax her a copy of the will and my letters of testimony and my drivers license. I immediately did this and still no response. 
I then contacted my moms attorney to look in to this matter and see if he could help to get to the bottom and get this resolved. He told me not to sign for a letter that XXXX XXXX had sent me so I did not. He asked me for another check and he sent in another payment to LoanCare LLC this time for the amount of {$3300.00} my check and the church 's check for {$540.00} again for a total of {$3900.00}. LoanCare LLC refused that amount as well stating that is was less than half what was owed. 
My attorney received and email from A Law which is a part of XXXX XXXX stating that if I paid {$3700.00} plus {$120.00} for a total of XXXX which is less than what I had just sent them and they had refused at LoanCare. But also they wanted me to pay {$1500.00} in Corporate Advances which I do not know what this is for. Also pay {$950.00} for the attorney fees again I do not know what this is for. I asked him to please see if he could find out what these amounts are for. He did not ever get back with me on this and then he said that he could not help me anymore. 
I am currently trying to find a lawyer to take this case but have not heard back from them yet.

I received a payment statement from LoanCare LLC on Friday with a reinstatement amount on it. My parents estate is extensive and I am trying to get it sold as quickly as I can it is more than enough to pay off this note. But first I have to stop them from this stuff they are trying to pull. 
I called LoanCare today and finally got someone who was able to give me a break down of the corporate charges they are charging me. This person was most helpful about the whole problem and even connected me to the Law office to make arrangements to wire the money to them today to avoid any more fees. Well that person was not much help took my name and phone number said she had to go and get the final amount and the information to wire money. I told her to call me back today. It is now XXXX XXXX and still no call so how am I supposed to be able to get to the bank and get this done if she does not call me back in time. 
ALaw emailed me this morning with a reinstate amount and none of the numbers match what LoanCare have. Also they want me to pay for all the legal fees on this problem. 
This company has 574 complaints against them by the BBB and other cases have been filed against them all over the United States. There are also sites where hundreds of people are ready to file a class action suit against them for the same things. 
Please help me and get back to me as soon as possible. 
All of my focuments to support this are in pdf form and I can not upload them but I can take them to the XXXX Office when they need them.

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