Consumer complaint received 2024-04-22 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: WA

Complaint narrative:
In XXXX Loancare performed a website update. Upon my attempt to make payment I was required to reenter my vetted information. I scheduled a payment XX/XX/XXXX and received a confirmation email. By XX/XX/XXXX the payment had not processed from my bank account. I scheduled another payment and received another confirmation email. 
I scheduled XXXX payment on XX/XX/XXXX for which I have a confirmation email. 
XXXX XXXX I received a hand delivered letter stating I was delinquent in payments. Upon calling Loancare it was determined that I had omitted a XXXX from my account number when I reentered my already vetted and unchanged information in XXXX. 
This resulted in my being locked out of making online payments. I was told I am now required to pay via certified funds for 6 months before I have access again to online pay and by this time owed 2 months of payment. 
I acquired a cashier 's check for over XXXX and sent it to the address I was provided via phone call. I sent it overnight delivery through the post office at a charge of over {$30.00}. A couple weeks later, this check was returned to my bank. When I called, I was told it was because I sent it to the regular address, not the overnight address that I didn't know about. I was told that I should I be glad my XXXX XXXX dollar check was returned to me since I sent it to the wrong address. I was then advised to make payment via XXXX XXXX. 
I went to a XXXX location to find their machine was down. After contacting another location to make sure theirs was operable I again attempted to make my payment. Upon telling the amount I needed to pay I was told I needed to get my social security card. I made a round trip to my home to retrieve it. My payment attempt failed due to the daily limit my bank has established. I then made a 21 minute phone call to my bank to get the limit temporarily lifted and was finally able to make payment at a XXXX XXXX fee of {$15.00}. 
So now I have paid {$45.00} in fees to make a payment due to a Loancare update and issue. 
I again called Loancare to talk to a supervisor and was told the request would be submitted to receive a call from one. It can take XXXX to XXXX hours and may come from any number so I need to put my life on hold and answer every phone call. 
The call came the next day while I was working, no message was left. I confirmed this was the call I missed by calling back and verifying it with a representative. Another request was submitted. The call came the next day while I was preparing my child for school. 
Upon calling again and insisting that someone somewhere up the line has the ability to unlock my account, that I should not have to pay extra fees on top of my mortgage for this issue, I was given an email address to resolve said issue. 
On XX/XX/XXXX I sent an email of my story and it was returned failed delivery. I'd been given false or unclear information. 
I called again on XX/XX/XXXX and again relayed my story to representative XXXX. I was told that a request was submitted to unlock my ability of online payment and to check back on XX/XX/XXXX. 
It has not been done.

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