Consumer complaint received 2019-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: TX

Complaint narrative:
I'm having a HUGE problem getting a resolution, or really anyone on the phone to help me with the lending company, LOANCARE, that my mortgage lender ( XXXX ) uses. Long story short, they input my hazard insurance premium in late XX/XX/XXXX as XXXX dollars, when it was supposed to be a one time payment and they didn't catch it until almost two years later. Now, I'm XXXX in escrow and my payment went up XXXXXXXX dollars. I can't afford that and I will end up having to let the house go ... and I beg you to help me. 

I've been working on this with them since the beginning of XX/XX/XXXX and I'm just getting passed around and around. I'm not paying for their XXXXXXXX XXXX. I'm not. I've begged, I've pleaded, I've threatened ... I have done it all.

I called and have spent 40 hours, or more, on the phone with these people, all supervisors : 1.  XXXX, insanely unhelpful with an attitude and didn't help me at all. Wouldn't give me to her superior. 

2. XXXX XXXX. Spoke to him in mid XX/XX/XXXX- he told me he would get back to me about the payment to be made in XX/XX/XXXX and never did and then could never get him on the phone after mid XX/XX/XXXX.  Then XXXX comes out of our account after he told me that it wouldn't come out and I could stop the auto draft. He lied. 

3. XXXX. XXXX worthless as XXXX on a bull. Spoke to her XXXX and didn't help me do anything except say she'd push it up to her boss and she'd call back, which she didn't. 

4. XXXX XXXX, somewhat helpful, called me back on XX/XX/XXXX to tell me that she didn't know what was going on, expect that she pushed it up to XXXX who is going to look at it. She was supposed to callback Friday, Monday and Tonight XX/XX/XXXX and didn't just to keep me updated. 

5. XXXX, helpful. On my team, yet no power to wield. Pushed it up to someone, and nothing happened ... again. Said that they XXXX   XXXX and should eat it ... yeah, no XXXX. 

6. XXXX XXXX, the woman I had been trying to speak with since mid XX/XX/XXXX. She called me back on XX/XX/XXXX left a message. I called her XXXX back and left a message and didn't hear from her. I called back, again tonight and raised XXXX with XXXX and then XXXX called me personally, after 43 days of trying to resolve this issue. Who told me that pushed it over to legal who has a 30 day turn around to get me an answer. 

7. Sent an email XX/XX/XXXX demanding answers. Silence. 

8. Sent an email requesting an escrow analysis done that I was supposed to have back to me XX/XX/XXXX. I STILL DON'T have IT! That's insane. 

______________________________________________________________________ Here are my issues with escrow : 1. Some XXXX in the insurance department put in XXXX as my insurance premium for the year, not as a one time payment like it was stated that it was. Which effected everything. I'm not paying for some else 's mistake. It's their job to literally calculate numbers. 

2. I already paid my insurance for a whole year in my Closing Documents, then they paid it again. Fraud or negligence? It's really hard to tell the numbers keep changing every time I talk to someone. 


3. In my Closing Documents, page 4 of 6 the escrowed property cost were projected to be XXXX. Did anyone look at that? I assume not, since when I called the first 20 times, no that's not an exaggeration, LoanCare didn't have my closing documents. How is one supposed to service my loan sans the closing docs ... by guessing??? Absurd. XXXX XXXX. 

4. The collection for XXXX dollars makes no sense to me any longer, after having been over it a hundred times with costumer service reps- something is very wrong. 

5. I paid via credit card an entire years premium for my hazard insurance. Check the Closing Documents on page 2 section F, highlighted in yellow for a total of XXXX, from XXXX XXXX XXXX XXXXSomething is wrong. Below is a receipt of the credit card payment made for the premium for XXXX. I did not receive a refund from XXXX, just to clarify. 

5.A. I spoke to a supervisor named XXXX and we determined that still what they're paying out for insurance for XX/XX/XXXX STILL isn't correct. I was told that XXXX $ $ or so was paid out in XX/XX/XXXX or is to be paid out and my insurance is almost XXXX XXXX for this year ... The madness has to end. 


6. I can only assume that part of the XXXX XXXX is escrow in its full capacity via the law. Considering that there's a huge mistake, I'd like to request wiggle room within that suits both myself and my wife and as much as it pains me to say, your company. Not that the company deserves it, or even earned it. But see me saying I'll help you help me? See how that works? 

7. I received my escrow in XX/XX/XXXX to find out the I was only XXXX. Ok great, then went and found out that they weren't charging enough for taxes, so I made up for that by saving for it. Yet, they do not show in my mortgage statement the breakdown of taxes or insurance, thus how am I supposed to know that they're doing their job wrong when there isn't a breakdown and I'm informed via my escrow analysis in XX/XX/XXXX that it is only XXXX off? Literally a company that exist to do just that, to get it right based on what my hazard insurance tells you the premiums are. And then all of the sudden we go from XXXX to XXXX?? Nope. Nope. Nope. There was time to catch this in early XX/XX/XXXX, and the mistake wasn't caught by the escrow/insurance team. Not my fault. 

8. I was told on XX/XX/XXXX ( there about, mid XX/XX/XXXX ) by XXXX, that he'd get back to us about what payment we'd be making for XX/XX/XXXX, because I didn't want to pay the XXXX additional until this mess was figured out. No phone call. Emailed him. Email bounced back. I call to stop the auto draft, and am told that I can't despite XXXX telling me that I had that option. Then XXXX comes out of our account! 
______________________________________________________________________ Customer " Service '' Issues : I have spent over 40 hours on the phone with countless costumer service reps, at least six different supervisors and four different supervisors of the supervisors. " upper management '' as they've called themselves. 




Our biggest issue with LoanCare is the extraordinary amount of time, stress and lack of giving a XXXX the company has expressed in real action. I've been given the excuse that, " She's very busy ... '' I don't doubt that XXXX XXXX is a busy woman, or that XXXX XXXX, or XXXX are busy people. I do not at all. You know how busy we are? Just as busy as you I assure you and if I gave that excuse to my boss or my student my XXXX is XXXX XXXX fired. XXXX. XXXX. I do not care how busy anyone is and it's a horrid excuse for the behavior and ill treatment my wife and I have been given. And needless to say I'm XXXX. 

NO ONE IS TOO BUSY to call someone back within 43 days. 


43 days, over forty hours, probably more to get someone to do something and yet here we are still waiting on someone to get back to someone, to call someone to confirm the simple fact that you have screwed up in more ways than one. And now I'm told that it may take up to 30 days to get a response from this 'legal team ' to correct their wrong. 

This is the worst treatment I've ever had to deal with. Over 40 hours and 43 days to resolve a major issue with someone's mortgage going up XXXX!!! Unacceptable. Please help me get a response from these XXXX XXXXXXXX before I have to take more time off and fly to Virginia XXXX to end up in someone's office to take care of this XXXX face to face before I lose my home. 

Please. And thank you. Thank you for existing and helping the peons get responses. I'm very glad, grateful and elated that someone is there to help us, despite my own horrible tone and frustration and acerbic vernacular. It's either cussing or breaking things. So I choose cussing.

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