Consumer complaint received 2024-08-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: CA

Complaint narrative:
XX/XX/XXXX my husband, XXXX XXXX, got a call from XXXX from the XXXX XXXX XXXX XXXX, XXXX. The transcription of her message is attached below under document name " XXXX. '' Where she states that there are only 2 days left for my mortgage LoanCare XXXX to make the payment otherwise my insurance policy will cancel. 

After seeing the transcription of XXXX 's message, on XX/XX/XXXX, I gave her a call where she told me the same information and I asked her if she would be on a XXXX way call with me, her ( property insurance ), and the mortgage company, while my boss XXXX XXXX would also listen to the call as a witness. XXXX agreed and we called the mortgage that same day. During the call as also stated in XXXX XXXX 's letter attached below as " XXXX '' the mortgage company was to overnight the payment on XX/XX/XXXX so the insurance could get it by the deadline which as stated earlier was XX/XX/XXXX. After the mortgage company agreed to process the payment we asked for payment confirmation in form of an email to be sent to me, XXXX XXXX XXXX, and XXXX from the insurance company. They said they aren't able to email anything, thus we asked them if they had fax. The mortgage company at first agreed to fax the confirmation of their payment to insurance but after keeping us on hold refused and said they can't email or fax any confirmations of payment. 

XXXX did not trust that the mortgage company did actually order to overnight the payment and urged me to pay {$800.00}. To be safe I did send them the payment, see confirmation of my payment below as " XXXX. '' After which XXXX, XXXX 's assistant in writing told me that they would issue me a refund once mortgage processes their payment to the insurance. Here is XXXX 's confirmation attached as " XXXX. '' On XX/XX/year>, today, the payment is due on my property insurance and I got an email from XXXX stating that they still haven't gotten payment from the mortgage company, see attachment called " XXXX ''. 

I have been making my payments to LoanCare XXXX on time every month for a year. I have never had a single late payment. In the statement attached below under file name '' MonthlyStatement_LoanCareXXXX '' you can see that {$610.00} that I pay every month should be dedicated towards my tax and insurance coverage. However, it is already XX/XX/XXXX the payment from mortgage would already be considered late, and they still haven't paid. Because of them I could've lost my insurance policy all together. 

The mortgage company is holding on to the money I have been sending towards my insurance and failing to pay it. I contacted the mortgage company again today ( XX/XX/year> ) and they said the payment will be overnighted to come XX/XX/XXXX, but that is too late and way past the deadline. I have a documents attached below showing that the deadline was XX/XX/year>, the document is called " XXXX ''. I asked to see their document that shows XX/XX/XXXX as the deadline, as all my documents show XX/XX/XXXX, but they failed to email or fax it to me either.

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