Consumer complaint received 2021-04-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: SC

Complaint narrative:
We are in the process of selling our home, which was scheduled to close XX/XX/2021. When we requested the closing documents to look over before on XX/XX/2021, we found out that our property taxes were not paid. In addition to that, we discovered that Loan care llc made a tax payment from our escrow account to another property that does not belong to us in the amount of {$3100.00}. ( Loan care LLC paid {$3100.00} to property tax map number XXXX. Our property number is XXXX. And the tax office showed, as of XX/XX/2021, that none of our property taxes had been paid by Loan Care Llc. ) We called loan care on XX/XX/2021 to verify they made this error. The first representative for Loan Care LLC that we spoke to on XX/XX/XXXX stated, among other things, that WE should take care of this issue because they are " such a big company '' that we ( my wife and I ) would " have better luck resolving the problem ''. This was Friday XX/XX/XXXX. By Monday XX/XX/XXXX, we submitted 2 files through our portal on their website showing documentation of the correct tax map number of our property for them to make the correct payment to the tax office on behalf of our property AND to get the amount that was paid out of our escrow account to a property that was not ours, credited back to our account. We then pursued correspondence with Loan Care Llc DAILY to help assist in making sure everything would be resolved as quickly as possible. The sale of our home was now being delayed and we had already moved all of our things out of our home for the closing that was scheduled for XX/XX/XXXX ( which we were told was set and ready to go with no issues ) We had to stay in hotels/vacation rentals starting on XX/XX/XXXX ( so we had time to have the home cleaned and ready for the Monday XX/XX/XXXX closing ) until the sale of our home went through as we were relocating to FL. This was also delaying our buyers from purchasing the home in which they had already sold their home and needed to close and move in asap. In our DAILY communication, we were lied to repeatedly. They told us that they would have everything resolved by the XXXX. This date was pushed back to XX/XX/XXXX. On XX/XX/XXXX, when we called to check on the status, it was still not even close to being resolved. Loan Care Llc claimed that they made a payment towards our taxes but the XXXX county tax office stated they had not received any payment from Loan Care Llc. Also the payment that Loan Care claimed to had dispersed to the tax office was only part of what was due. ( They claimed that they paid {$650.00} towards our taxes plus late fees that were not supposed to be assed to us as it was their fault that the payment was late. They still owed {$1900.00} plus late fees to payoff the rest of the tax bill that was for our parcel ). They then added the {$650.00} plus late fees and assessed it to our escrow account which now increased the amount they showed we owed them. ( Our escrow still showed that we owed {$3100.00} which was paid to the wrong property, then they assed to our escrow the additional {$650.00} plus fees that they claimed they paid to the tax office PLUS the tax office was assessing the full amount of taxes we owed to us because the XXXX county tax records were not showing any payment was made towards our tax bill ) We had also been told previously that we were sent to the " escalation department '', but when we asked for some documentation to back what we were being told, they refused. We requested to speak with a manager on MANY occasions and were denied access to any upper management with Loan Care Llc 's associates telling us that they could not connect us with a manager and that their managers could not do anything to help us anyway. By XX/XX/XXXX we demanded that a manager call us back or we would need to pursue legal action. 
Mind you this is after 12 DAYS of calling every single day and being put on hold for hours on end, being lied to, given false information and having NO progress of the issue being resolved. We finally received a call back by XXXX in upper management the next day, XX/XX/XXXX. XXXX apologized for the things that were told to us and said she didn't know why we were told it would be resolved by the XXXX. She admitted that the mismanagement of our escrow account was definitely the fault of Loan Care Llc and she assured us that she would personally see to it that everything would be resolved by XX/XX/XXXX and she assured us that we would be able to schedule our closing by then following day, XX/XX/2021. XXXX gave us what she said was her direct line phone number - XXXX ext XXXX and said we could reach her directly on that number. We took XXXX 's word for it and waited a few days to check on things giving them time to request reimbursement from the tax office for what was paid out of our escrow account towards the wrong property and to fix all the numbers in our account with Loan Care Llc. We tried to call the direct number for XXXX that she gave us SEVERAL times to check on the status of things. It never connected to XXXX but every time we called it, it went to an automated message line. On XX/XX/XXXX at about XXXX, we called the XXXX county tax office to check on the status of our tax assessment. They showed in their records that they received payment that day ( XX/XX/XXXX ) in the amount of {$780.00} ( {$650.00} + {$130.00} late fee ). The Loan Care Llc office had told us this was paid 12 days prior. I spoke with XXXX XXXX with the XXXX county tax office and she confirmed to me that they had JUST received the {$780.00} payment but that {$2600.00} was still due in taxes for our parcel and that Loan Care had not yet paid the full amount we owed. XXXX XXXX also stated that Loan Care llc had not even sent a request to the tax office requesting a reimbursement for the taxes that were paid out of our account to the incorrect parcel. XXXX stated that the tax office could not issue a refund to Loan Care Llc to apply to our escrow until Loan Care Llc sent them a formal request for reimbursement. 

We then called Loan Care Llc AGAIN, and spoke with a few associates until we were transferred to XXXX a " supervisor ''. We asked to speak to XXXX XXXX told us that she didn't know who XXXX was. We told her XXXX was a manager and we spoke with XXXX the week before. We suggested XXXX look in our previous weeks phone call records on file. XXXX put us on hold for over 30min. Came back telling us that there was no record of us speaking with an XXXX in our account. I said that it was pretty odd that somehow our communication with XXXX had disappeared into thin air. I suggested that it seemed odd that XXXX did not even know the people that she worked with and asked her why she could not contact XXXX and let XXXX know that we were on the phone looking to speak with her and follow-up on the what we had discovered. XXXX seemed to have some kind of memory jogging moment and all of a sudden knew who XXXX was AND how to get a hold of her. We were told XXXX was going to call us back in an hour. ( Mind you previously, everytime we were assured that we would get a call back from someone, they never actually called us back ) Long story short we were able to get in contact with XXXX. We expressed the fact things have still not be resolved. She said she submitted this to her supervisor and will be working on a solution. At this time I have no confidence in their ability to truthfully and efficiently hand this on going issue.

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