Consumer complaint received 2017-01-05 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LoanCare, LLC
State: IL

Complaint narrative:
In XX/XX/XXXX ( or early XX/XX/XXXX ) I received a letter from my mortgage company ( referred to as Company A ) stating that they were selling my mortgage loan to another company ( referred to as Company B ) as of XX/XX/XXXX. They also informed me that I had an escrow shortage of {$2600.00}. ( Since my mortgage payment had been the same for two years I figured they realized this when they pulled their financials together for the sale. ) Since I could not afford to pay this lump sum, nor have the payments spread over only 12 months, I spent many hours calling and/or emailing Company A requesting that the escrow be spread out more. I was seriously afraid I would lose my home, and it 's just me and my son. After much runaround I finally received confirmation on the phone and in an email from Company A 's Escrow Analysis Supervisor on XX/XX/XXXX that they would spread the escrow shortage over 36 months. This meant my monthly mortgage payment would go from {$1100.00} to {$1200.00} ( versus the over $ 1400+ a month with 12 month spread ). I was so grateful to have this agreed upon and in writing prior to the loan sell date of XX/XX/XXXX. 
Company B did not honor this agreement and want me to either repay the {$2600.00} in lump sum or my monthly mortgage payment will be {$1400.00}. I have sent multiple emails, called several times, and even sent a letter ( hard copy ) with attachments through the United States Parcel Service to Company B, but with no response. 
Here 's the latest ... on XX/XX/XXXX at XXXX CST I spoke with a representative from Company B and after explaining my entire story ( because they could n't find evidence that I 'd been trying to get ahold of them ) they transferred me to Company B 's Origination Team. That person stated he would only be able to help me apply for a new mortgage that could include the escrow shortage amount. I 'm not getting another loan and going through that cost! He told me I needed to talk to someone in Company B 's Escrow Analysis Department. Same day, later in the morning I called Company B again and told them the entire story up to that point. This person stated that the Supervisor will reach client relations to see if they will spread my escrow shortage for 3 years and promised they would call me within 48 hours. That was on XX/XX/XXXX at XXXX CST. 
On XX/XX/XXXX at XXXX CST I called again. And told my entire story again up to that point. Including that I had n't received a call from the supervisor within the 48 hours ( it had been 72 hours ). I was told they ca n't do anything for me without a written request, and spreading it out for 3 years is a difficult to handle. She also told me that she texted the supervisor and confirmed she would call me that day. I asked for supervisor 's name ( I had n't asked for it in previous call ) and confirmed she would call me that day ... yes. Again, this was late morning of XX/XX/XXXX. Right now it is XX/XX/XXXX at XXXX CST and no one has called me as promised. 
I thought dealing with Company A was emotionally and XXXX because of the runaround, but doing this again with Company B is absolute torture. I need help. 
Also, when I go online to look at my past history of payments to Company B ( I have paid XXXX, XXXX, XXXX, XXXX and XXXX as if they are extending my loan for 3 years as agreed to by Company A ) something is XXXX ... but I ca n't get anyone to help me. And as you can imagine I ca n't afford to hire an attorney to help me. I 'm not trying to get out of paying the escrow shortage, I 'm just trying to keep my home and pay all of my bills ( accurately and on time ). Thank you.

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