Consumer complaint received 2019-10-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: OH

Complaint narrative:
To Whom It May Concern, I am appalled by the way LoanCare has treated me as a customer. I am also horrified that LoanCare is responsible for the home I have lived in for going on 20 years. It turns my stomach to think companies like them can buy and sell my mortgage without my approval because I would never have chosen to do business with you. I have explained what went wrong almost a dozen times and I am sure you can get all the records of communication that that I have had so I will give you a brief recap. This is going on 3 weeks now by the way which makes me sick!!

1. Not the main issue but was an issue : Early on since you purchased my loan back in XXXX, I was getting foreclosure letters because the company said that the address on the residence was wrong. When I spoke to someone at LoanCare,  they said the city of my residence was wrong. It was listed as XXXX instead of XXXX XXXX. I explained to them that this is common where I live and the the zip codes matched. They said THAT I had to call my insurance and have them send something over. I told them that I don't understand why this was my problem, it had never been a problem with my previous mortgage companies, and why I had to do the leg work. I have had the same insurance company for the last 3 years and it was obviously the fault of LoanCare when you bought my loan. I also told them that this problem didn't stop LoanCare from auto withdrawing my account each month to pay the mortgage. 

2. Most recently and the main source of my absolute disgust .... 

On my most recent escrow account ( XX/XX/19 ), it stated that I had a shortage of {$7200.00}!! Looking closer, I had a disbursement for hazard insurance for {$4500.00} in XXXX which clearly put my escrow in the red. I immediately called LoanCare and the person who I spoke to had no idea what went wrong, I was transferred and talked to another person who didn't know what was going on. I was instructed to call my insurance agent to talk to my insurance company. When I spoke to my insurance they didn't know why LoanCare sent a payment to them because XXXX never sent them an invoice requesting money. 
Again, for the last 3 weeks, I have went through dialing the unorganized auto phone system, have been put on hold, and have talked to people who make me fearful that LoanCare has  my mortgage. They provide no answers, pass me along to other departments, have been disconnected on transfers, and have failed to answer my simply question, " What has to be done to get this back to where it was. '' I even tried the customer service email and after 5 days received a message that their wasn't enough information. I TYPED 3 PARAGRAPHS AND GAVE MY LOAN NUMBER! For someone who had nothing to do with this gigantic blunder, I have sure spent a XXXX of a lot of time trying to fix it. THIS IS NOT MY JOB NOR A PROBLEM I CREATED!!!!!!!! To add insult to injury, I have been lied to at least 6 times from their customer service reps who told me that they would call my insurance company and call me back the next day. I HAVE NEVER RECEIVED ONE CALL BACK. In fact, I am currently waiting to hear back from XXXX from the insurance department who claimed I would be her first call when she go tin this morning ... .I guess she comes in late. I have stated that this needs to be discussed with XXXX and they want ME to call. I have told everyone I spoke to that it is a problem between LoanCare and  XXXX and they need to talk to each other and figure it out. 
XXXX did give me a check for {$3200.00} that I did ( which is XXXX that I had to do the leg work ) that I had to mail certified to LoanCare because I couldnt do it through their junky website and didnt feel that I should have to pay a service fee because of a mistake they made and it recently cleared. So we are down to {$1200.00} that needs to be paid back. Apparently LoanCare paid off not only my home insurance but also my car insurance for the rest of the year. Again, I don't know why this happened because my insurance company, who actually gets back to me, never sent them an invoice requesting money. Thus, it is apparent that I am on the hook for {$1200.00} to LoanCare that needs to be paid or my mortgage will be going up starting next month. That increased payment is going to led to more interest and fees I am going to be charged. That is not fair, not right, and completely unethical. How are we going to fix it! I have been waiting 3 weeks being fearful that this was exactly how this was going to transpire. Even if I pay that {$1200.00}, it still doesnt explain why there was an over {$7200.00} shortage on my escrow. PLEASE HELP! They are doing nothing to get things back to normal and it is costing me time and money

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