Consumer complaint received 2019-12-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: GA

Complaint narrative:
Loan Reference : XXXX ( interest only loan ) Hello I have had a previous complaint ( XXXX-XXXX ) with this company which has not been resolved and have attempted to reach out to my assigned representative and left voicemails with no response. ( XXXX ext.XXXX  ). The mortgage payment process is still erroneous on my account. The {$75.00} principal payment never got applied and it is only showing I've paid {$34.00} towards the principal on this loan. And after the letter submitted to me late XXXX by Loan Care my account reflected a {$0.00} payment due for the month of XXXX. But for the subsequent months of XXXX and XXXX the amounts due have been {$48.00} and {$49.00} to include erroneous late fees, as opposed to the {$24.00} it should have been. Yes I said XXXX as that is the due date on the most recent statement I received. For the month of XXXX I submitted {$49.00} but I will not continue to support this kind of unwarranted and illegal price gauging. 

My original complaint : YOUR COMPLAINT Loan care billing system is not updating their system to reflect up to date payments made on my account and customer service has been unable to help and fix it since XX/XX/XXXX : Hello can you all please pull up the notes on my account with loan number XXXX ( interest only loan )? It has been escalated ( reference/ticket number is XXXX ) but no one person I have spoken with has been able to fix the issues with my loan account. I have called and spoken with customer service reps on several occasions since XXXX as well as a manager finally by the name of XXXX XXXX on XX/XX/XXXX. He said if a payment is made on the same day, Loancare 's system voids it out. That is not clearly expressed on the website or the mobile app. This is what happened in the case of my XXXX payment. On the site I made two payments on the same date but the system only accepted the {$50.00} principal. Unbeknownst to me the {$24.00} was never drafted out of the account. He apologized and said to rectify things he would split the {$50.00} principal only payment received and reapply {$24.00} to the interest only payment that was due for XXXX and the difference to the principal. I see where the reversals were done on XX/XX/XXXX and XX/XX/XXXX but my account is still marked delinquent. Now when I log in to the system it says my XXXX mortgage was never received although I paid it XX/XX/XXXX. On the payment screen it says I now owe {$60.00} ( {$49.00} for mortgage payment and {$10.00} in fees ). At this point if you all applied a payment for {$24.00} on XX/XX/XXXX and I have already made a {$35.00} payment on XXXX I do not understand why it is showing that Loancare hasn't received up to date mortgage payments. I last spoke with one of your agents on XX/XX/XXXX and after placing me on hold for 22 minutes she kindly hung up on me. Your help would be appreciated!

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