Consumer complaint received 2021-11-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: PA

Complaint narrative:
I had a late payment in XX/XX/XXXX & XX/XX/XXXX. 

When I realized it, I called and paid both XXXX on XX/XX/XXXX ( very late ) & XXXX XX/XX/XXXX ( late ) over the phone. I had NEVER late before this. 

XXXX/MyLoanCare made a mistake and entered both payments for XXXX, so I have been delinquent for XX/XX/XXXX for 1 year according to their records. 

I have made 20+ calls during this period, only to be on hold for 15-45 minutes and then accidently disconnected. I have spoke to multiple people including upper management, only to be told ... .we understand the problem, it was our error and we will " open a review '' on your account. 

NO ONE has ever returned my call. 

I continue to be delinquent in their eyes, but I AM NOT and never was. I was LATE ... ..during Covid. I am a 1099 employee and thought I would have issues, but by the grace of GOD I was able to continue to pay my mortgage, and yes I was late. 

It has been 1 year with this going on and I am totally worn out. 

I couldn't get anyone to result the issue, they were all working from home, I could hear the dog barking, the kids crying and I was on hold for many, many hours. My time is valuable too. 

I am at my breaking point. 

I finally decided to set up autopay for XX/XX/XXXX so I would NEVER be late again, even if I died. 

Their system allow me to set up the autopay, but rejected it, without my knowledge, I am a single mom, working my XXXX off and I don't have the time to be on hold for endless hours with a company that clearly has no customer service pers. onal, that has any clue what it going on with my account. 

I went into my bank account and notice XXXX XXXX payment wasn't taken out, so I went on my online account and it said " delinquent '' OMG ... .what????? My XX/XX/XXXX wasn't auto paid and I was never notified ... ... now it's XX/XX/XXXX. So ... ..not only am I behind from XX/XX/XXXX, I am now behind for XX/XX/XXXX and XX/XX/XXXX. 

I called on XX/XX/XXXX to make my payment for XX/XX/XXXX ( per the instructions from agent # XXXX ) she wouldn't give me the spelling of her name, they took my payment and I begged them to enter it for XX/XX/XXXX and they said ok, they told me to call back in a few days, once the money was out of my account to pay XX/XX/XXXX. Once the money was out of my account, I called to make my XX/XX/XXXX payment. They system said I was behind for 2 months and that XX/XX/XXXX was still outstanding. ERRRRRRRRRRRRR This just can't be happening. How can this company be so bad???????? 

I am a XXXX and while I don't pretend to be a mortgage lender, I know enough, to know this isn't right, I have never had to deal with this kind of incompetence in my life. 

PLEASE help me, before XXXX - Myloancare ruins my credit and my life. 

Sorry for typo 's, it's late and I am exhausted.

PS... .because they " think '' I am late, my escrow is short and I owe more money.

You can't make this stuff up... .it 's just unbelievable.

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