Consumer complaint received 2017-08-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
The name of the company is LoanCare. My mortgage bank. Back in  XX/XX/XXXX , I received a statement from my bank saying my payments were going to increase from {$1100.00} to {$2000.00} because of a shortage on escrow and an increase on my property taxes. I knew something was wrong because I had applied for homestead exemption since it was a new purchased home. I investigated and found out that my homestead tax exemption was not processed. After weeks of working with my county, they found my documents, somehow they had lost them or not processed them, and finally at the end of  XX/XX/XXXX , I received a letter from the county with a revision and approval of my property taxes. All this time, I had been in touch with the bank explaining to them what was going on and giving them updates sometimes weekly. They had given me instructions on what to do as soon as I got everything figured out and were to send the information. They told me to email a request for an escrow revision with my new tax documents showing the corrected and reduced tax amount. I did this and waited a couple of weeks but never heard back so I decided to call. This was already  XX/XX/XXXX  and the person I spoke to told me that she would expedite things and that it would be processed within 24-48 hours. I waited another week and nothing happened so I called again, and they told me exactly the same thing a second time. I waited another two weeks, we are in   XXXX   at this point and I called again and asked for a Supervisor. They told me that they would put a request for a Supervisor to call me. That call never came and I called again and requested to speak with a Supervisor about two weeks later, and again, that call never came. At this point, they have been charging me late fees every month because I can not make the payments they are charging me for, and because of this, they are sending " late payment '' notices to my credit so now my credit is ruined because of them. I have sent payments every single month. I do n't know what else to do, I do n't want to lose my home, I have owed multiple homes and have been thru escrow revisions multiple times with absolutely no problems with any of the previous banks I have dealt with. I am sure I am not the only one they are doing this to, and I have no clue why they are not doing what they are supposed to do and what they have been telling me they will do every time I call them. I really hope you can help with this. I have asked them to fix my escrow and correct my monthly payments. My property taxes did go up a little so my escrow was short, so every time I called them I told them that I would send a check for the shortage of my escrow account, but nothing has happened. I am not refusing to pay what I owe, I am just not getting anywhere with them. All those " late fees '' they are charging me are not accurate because there would be no late fees if they would have fixed my payments back in  XXXX  when I sent all of the info they had requested in the first place. I believe this can not be legal and I need resolution as soon as possible so I can go back to my normal life, which has not been the case since  XX/XX/XXXX , that is 7 months of complete torture for me.

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