Consumer complaint received 2022-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: SC

Complaint narrative:
Below is an email sent to XXXXLoanCare regarding our mortgage. LoanCare is accusing us of non-payment and we have provided and proved substantially with documentation that payments were made and the money is with LoanCare/XXXX 

Even after we proved everything, LoanCare/XXXX  has predatory, inhouse debt collection calling us demanding payment. When we ask to escalate to a supervisor we are unable to speak to anyone and there is denial that LoanCareXXXX has payments. 

We as borrowers are extremely upset and perturbed by XXXX and LoanCare as to managing the transfer of servicing from XXXXXXXX XXXX to XXXX and ongoing payments. What should be an enjoyable time of making our new home our own has become a nightmare. With the advances of technology, there should be better communications between both companies ( XXXX and XXXXXXXX XXXX ) and transparency to let me, the borrower, understand what, where, when and to whom, I need to make payments to. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Many of the mortgages I held were taken out with a paper driven process. It is clear that there is antiquated servicing software being used and that there is poor to no communication that meets the standards of customer service of 2022. The loan was sold while I was in XXXX for 8 weeks, visiting my daughter and vacationing. I was unable to receive paper mail and I never received electronic communication. I have been trying to resolve the payment issue with my mortgage without success from XXXXXXXX XXXX and XXXX. Your customer service and collections teams have been unable to solve the problem, despite providing all documentation and actions. I am prepared to go to the Consumer Financial Protection Bureau next and open a case as you are not acting within your fiduciary duty to me as the borrower, and your servicing/collections team is acting predatory even after I have proven that we have made all required payments. Our credit scores are XXXX. We are prompt with paying bills. 


Attached is all of the payments made to XXXX XXXX  on loan # REMOVED which you are currently servicing for XXXX with a new account # REMOVED. 



I have paid directly to Loan care XXXX on XX/XX/2022, to customer service because they asked for escrow to be paid. Confirmation number Removed. 



I also paid on XX/XX/2022 XXXX for XXXX  mortgage payment Conformation XXXX  XX/XX/2022 a bulk wire transfer was sent to Loan Care which included my XXXX  payment. 

Wire Transfer XXXX XXXX After 2 hours of conversations NO ONE can seem to find my transaction. 



XX/XX/2022 XXXX sent a bulk wire transfer to Loan Care which included my XXXX payment. 

Wire Transfer # REMOVED I am totally up to date on XXXX XXXX XXXX and Escrow. 



This transfer has become a nightmare that I have never experienced before, and I have had 20-25 mortgages in which most have been sold. Many of these mortgages occurred before the industry was computerized. It is clear that there is antiquated servicing software being used and there is poor communication. The loan was sold while I was in XXXX for 8 weeks, and not receiving mail. I can not get customer service to help me solve this problem. 



Our credit scores are XXXX. I am prompt with paying my bills. How many others are you torturing through this process? Ive spent too much time trying to correct these mistakes. My next email is to the Consumer financial protection bureau. Loan Care will not communicate with me or with XXXX.

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