Consumer complaint received 2017-06-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: PA

Complaint narrative:
On  XXXX   XXXX ,  2017   XXXX   XXXX  sold my mortgage over to LoanCare, A  XXXX   XXXX . Per instruction, I updated my account information with my bank  XXXX   XXXX  and my mortgage payment was sent by the bank on  XXXX   XXXX  as it always has. ( I updated the account information on my account online in  XXXX , before my  XXXX  payment was sent ). The payment amount is {$750.00}.  <P/> The week of  XXXX   XXXX , I received a statement in the mail from LoanCare and it showed a past due amount on my account and the amount owed forward. At that time, I went online to look into this further on my account on LoanCoare and when the  XXXX  payment did not show as processed, I called in and spoke with an agent. She advised me to send in a copy of my bank statement which was e-mailed to  XXXX  XXXX  XXXX  on  XXXX   XXXX  and I was told this would be resolved based off of the information sent within a few days.  <P/> By  XXXX   XXXX , I had not heard any response so called back into LoanCare and an agent told me that I would get a response by  XXXX   XXXX . I asked to speak with a manager because I wanted this resolved before I had to send my  XXXX  payment which was scheduled to pay on  XXXX   XXXX . I was told that I would be called back within an hour. Abo ut 5 ho urs later, I received a call from team lead  XXXX   XXXX   ( I D :  XXXX   )  who advised me that the information I sent on  XXXX   XXXX  was not sufficient and that I would need to work with my bank on having proof of payment sent over.  XXXX  and I called my bank together and filed a request for information to be sent to LoanCare which would take ~3 business days. In the meantime, the agent at the bank advised me on how to get an image of the processed check and the image was sent to  XXXX  at  XXXX  XXXX  XXXX .  <P/>  XXXX  and I reviewed the check image and realized the bank had misprinted the account number on the check and used my old account number. She said having that information was helpful and she would be able to escalate my concerns and hopefully get me an answer within a day or so. After not hearing back from  XXXX   XXXX  Wednesday,  XXXX   XXXX  I called back into LoanCare and spoke with  XXXX   ( I D :  XXXX   ).   <P/>  XXXX  was unable to provide me any updates as I had just missed EOB for the day ( it was  XXXX   XXXX  ) so she advised me to call back in the next day and gave me her phone number to use which was  XXXX . I called in 3 times on  XXXX   XXXX  and le ft 2 s eperate messages asking for her to call me back with no response. I called back this morni ng (   XXXX   XXXX ,  2017 ) and  left yet another message for  XXXX  with no response. My payment of {$750.00} for  XXXX  has still not processed to my account even though the check was deposited and the money withdrawn from my account.  <P/> I have spent a countless number of hours trying to get to a resolution and the company is not providing me with updates. I need answers about where my money is and what it was not applied to my account.  <P/> I dind't choose this mortgage company, my loan was sold off to them and so far it has been a terrible experience all around.

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