Consumer complaint received 2026-01-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: FL

Complaint narrative:
To Whom This May Concern, I am writing to formally express concern regarding a significant escrow and property tax billing issue for which we were not at fault, yet are now being required to bear substantial financial responsibility. 

We purchased and moved into the property on XXXX XXXX and have consistently made all mortgage and escrow payments as billed since that time. 

On XX/XX/XXXX, we received an annual escrow statement from our mortgage lender, LoanCare, indicating an escrow surplus of {$950.00} for which we were issued a refund. Approximately two weeks later, we received another annual escrow statement reflecting an escrow shortage of {$10000.00}. Upon calling the mortgage lender, we were informed that they had been billing the incorrect parcel ID number for the last XXXX years. As a result of the error being corrected, the mortgage company determined that we owed over {$10000.00} in back taxes. 

Throughout this period, we consistently made all mortgage and escrow payments as billed by LoanCare and relied on the accuracy of the information provided. Based on the information we were given, LoanCare paid property taxes each year according to the amounts billed by the XXXX XXXX. It appears this error originated with the Taxing Authoritys use of an incorrect parcel ID rather than any action on our part. 

The discrepancies for each year are as follows : In XXXX our lender paid our tax bill of {$2000.00}, but they should have paid {$4000.00}. 
In XXXX our lender paid our tax bill of {$1600.00}, but they should have paid {$3600.00}. 
In XXXX our lender paid our tax bill of {$1500.00}, but they should have paid {$3200.00}. 
Totals {$5100.00} {$10000.00} The XXXX XXXX refunded the lender {$2000.00} in XXXX, {$1600.00} in XXXX, and {$1500.00} in XXXX, totaling {$5100.00}, which LoanCare credited to our escrow account. As a result, we received escrow refund checks in the amount of {$1300.00} in XXXX and {$950.00} in XXXX. Based on the corrected information, we should not have received these refunds. 

Additionally, it is our understanding that the property tax payments made for tax years XXXX were applied to an incorrect parcel identification number and were subsequently refunded to the lender once the error was identified. These refunded payments were supposedly credited to our escrow account. 

Based on this information, the actual escrow shortage related to the corrected tax payments should be {$7400.00}, not the {$10000.00} currently being assessed. This indicates a discrepancy of {$3400.00}, which remains unaccounted for at this time. 
We respectfully request a detailed escrow analysis and accounting to explain how the total shortage of {$10000.00} was calculated and to identify where the missing {$3400.00} was applied. 

On XX/XX/XXXX, LoanCare identified the incorrect parcel ID and subsequently paid {$10000.00} to the XXXX XXXX to satisfy the unpaid taxes for the three-year period. Because the original payments had been refunded, our account was considered delinquent for tax years XXXX until this payment was made. We have since confirmed with the XXXX XXXX XXXX XXXX XXXX that all taxes are now paid in full and no additional amounts are owed. 

Despite this, we are now being required to repay the full escrow shortage resulting from this error. As we are unable to pay more than {$10000.00} in a single payment, the shortage has been spread over 24 months, increasing our monthly mortgage payment by over {$500.00}. This creates a significant financial burden stemming from an error outside of our control. 

We believe this issue should have been identified much earlier, and we respectfully request that responsibility be reviewed by the appropriate parties. We are seeking prompt communication regarding potential remedies, adjustments, or accountability related to this matter.

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