Consumer complaint received 2025-12-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: OH

Complaint narrative:
I make all payments off of paper statements, and my mortgage statement is usually in the grouping I pay on the XXXX of each month. 

1. I did not receive a statement in XXXX ( due XXXX ). As a result, the payment was inadvertently not paid. 
XXXX. XXXX statement ( due XXXX ) was not received when I paid bills on XX/XX/XXXX. I submitted the payment thinking the bill would arrive soon. 
XXXX. XX/XX/XXXX, I received 2 items from LoanCare/Mission Servicing. 1 was the monthly statement due on XXXX and another was notification that a payment was due and I had a late fee of {$24.00}. 

I immediately called LoanCare XX/XX/XXXX at XXXX am EST. I spoke first with XXXX, then was escalated to XXXX. I was concerned about several issues : 1 ) statements not producing in XXXX, XXXX ) a late fee generated and my payment in XXXX being applied to the late fee before I knew I had a fee, and 3 ) statements not being produced timely in XXXX, giving me 4 days to pay the XXXX bill. 

In speaking with XXXX and XXXX, they both said they could not reverse the charge as it has already been paid. Without my knowledge or consent, I said, since I always pay more to be applied to principal. 
Both XXXX and XXXX noted that the statement in XXXX generated as of XXXX and blamed the post office for the delivery. I noted we did not have problems receiving mail and the problem was with the statement leaving their facility. Neither XXXX or XXXX could prove to me it was mailed to me. They just kept repeating the date the statement cycled in their system. 
They both told me I could have printed a paper bill online. I don't have a printer. I don't have access to their online system. They both told me I could have called to make a payment ( as I did in XXXX... I had received a late bill then as well ). I repeated, if I don't have a paper bill in hand, I will likely not remember to pay the bill due to medical challenges with memory. 

I mentioned to XXXX that there are RESPA and Reg Z rules about giving people time to make the payment and not applying charges without to fee balances without proper authorization. XXXX said RESPA is about servicing transfers. I said it's a lot more than that but clearly she has left me with no other choice but to escalate to CFPB. 

I have since submitted the additional payment to get my account current for the XXXX due date. I have consistently always paid my account more than my monthly payment amount and weeks before each monthly due date. The improper handling of my statements at LoanCare over the past 3 months have me very concerned about how my account has been managed. I have concerns they are unable to set a date the statements produce as their system is depending on when the payment is made in order to generate the next statement. I have concerns that they applied my payment to allocate to a late charge I didn't know existed as opposed to principal as was my intent. 

They did tell me I could submit a written request to remove the late charge and that since it's already been paid there was nothing they could do over the phone. I noted they should be able to take my verbal complaint as an indication that additional research was necessary. 

I hope there is something CFPB can do to assist. This is the 2nd complaint I have filed against this company. The first was in XXXX regarding my escrow account. There may be a need to look deeper into this company 's servicing operation.

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