Consumer complaint received 2019-10-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
My loan was initially with XXXX but when they went into bankruptcy XXXX XXXX bought it and now holds my loan and it is serviced by Loan Care. From the very beginning XXXX at the month the loan was sold increased my mortgage payment {$200.00} a month with no cause for increasing the payment during this bankruptcy process of XXXX. My loan amount should actually have decreased due to decrease in escrow because the only change was that my homeowners insurance had decreased {$700.00} a year due to us putting on a new roof. I contacted Loan Care early on in XX/XX/XXXX to try to correct the problem. I have contacted them once or twice a month since then due to continued notices from then stating I was behind in payments. I use a pre-payment equity accelerator method and payments are automatically made every month so there was never a missed payment. Each time I spoke with somebody at Loan care I received a different answer or was told they would do research, order a new escrow analysis and get back to me. I never received a callback from anyone at loan care ever! I have always had to call then again to find out the status of my account, Never able to speak to the same person again even when requesting supervisors.I finally learned from speaking with supervisors at loan care in XXXX XXXXthat they had misappropriated funds in my account putting the wrong amount towards principle, the wrong amount toward escrow etc.n Its been one problem after the other every time I call I get a different answer by a different person I can never speak to the same person twice. Each person says that they are going to correct the mistakes that they have made and they are going to make my account up-to-date, remove any late fees or charges and correct the amount stated in my escrow. Every single time I called back there is a new or different problem with my money/acct. The latest being that on XX/XX/XXXX I called and spoke with XXXX who stated I had just over {$480.00} in my escrow amount and after researching she saw misappropriated funds on several occasions and she stated that she would correct all issues, move that {$480.00} into my escrow account and I would be up to date and all would be settled. I had heard this before many times during my phone calls and always no follow through, no return phone calls from them that I requested confirming that all was corrected, no follow up letter that XXXX promised. So on XX/XX/XXXX I called back only to find out that now My escrow acct was negative {$480.00} and they are holding {$7800.00} in suspension. 
I am beyond frustrated, angry, and just feel like I have no options here because I have tried time and time again to correct this issue. I am contemplating refinancing just to get away from Loan Care servicing my acct. I have never dealt with a more incompetent and unreliable company in all my years. 
Here are some of the dates and calls Ive made in just the last two months keeping in mind that I have been in contact with them since XX/XX/XXXX on a consistent basis to try to correct the problem ( earlier dates and who I spoke to can be added if needed ), but hereare just some of my calls and conversations in the last 2 months XX/XX/XXXX XXXX and XXXX - Who was the first one that found the issues with them Incorrectly misappropriating funds, using my mortgage payment towards principle only, putting money into the wrong accounts and not paying my mortgage principal and interest and escrow in the correct amount At this time they were holding {$1000.00} in suspension. She stated she would correct and redistribute funds and Id be up to date XXXX spoke to XXXX who Stated that all funds were still not correctly distributed But if I increased my mortgage payment approximately {$90.00} a month it would all be corrected, although I still did not agree with this because my mortgage should not have increased because the only change was a significant decrease in my homeowners insurance, I reluctantly agreed to pay this increased amount just to stop the ongoing issues. Of course this did not happen!!! 
XXXX XXXX Spoke to a supervisor XXXX who stated she would put a request in to research my account and the ongoing issues. I never heard back from her XXXX Spoke to XXXX Who stated I still had {$480.00} held in suspense and my account was still not up-to-date. But he felt the acct had multiple problems and stated he would have a supervisor call me back at XXXX XXXX .. no one ever called XX/XX/XXXX Spoke to XXXX who said stated that she Could see that there were multiple issues and problems with this account, she stated that her job was to correct account errors that she was seeing significantly in my account. We Spent quite a bit of time on the phone while she researched my acct and said that she would re-reverse payments putting some of it towards my escrow and some of it towards my mortgage payment because once again errors were made on their end in distributing my mortgage payments. She stated that at this time I still had {$480.00} held in suspension and she would move that to escrow and including my upcoming XX/XX/XXXX escrow of approximately {$510.00} that would be applied which would bring my escrow up to date and mortgage corrected. She was very apologetic about all the issues Ive been having And stated that she would generate a statement by XX/XX/XXXX that shows that Im completely up-to-date and that I would receive this via mail but as of XX/XX/XXXX I have received nothing. I then called back on XX/XX/XXXX to find out if once again no one had followed through only to find out that they now say my escrow is - {$460.00} and they are holding {$7800.00} in suspension Thank you XXXX 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