Consumer complaint received 2024-02-24 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: MI

Complaint narrative:
I have been with Loan Care or XXXX XXXX XXXX XXXX. since XX/XX/XXXX and I have never been 30 days late with this mortgage company. One month I decided to make a payment online because I was reviewing my account details. When I made my payment online and selected the account number from which to process my payment and selected " Submit '' something happened in the process. I kept checking my bank account and the payment was not processed. When I called Loan Care they informed me that my check was returned. I told them that my bank does not show they attempted to process the payment out of my Extra... account. After speaking to several representatives and Supervisors, one person on the escalation team confirmed that Loan Care does have a glitch in their system and advised me to remove any unused account numbers from my profile. However, Loan Care refuses to accept responsibility for their error and now it is causing me adverse affect with my other creditors. Not to mention, 2 months later they sent me a letter and indicating that they experienced a data breach and my information has been compromised. I have requested a copy of the activity report for my online account for the day in which I made my payment on XX/XX/XXXX and I have not received any information. I do not have any late payments on my credit report on any of my accounts. As a result of this adverse affect of the derogatory information that Loan Care has reported on my credit report, it has caused adverse affect with my other creditors closing my credit accounts and reducing my credit lines. I was told by a Loan Care Representative that this same issue has happened to other customers and they fail to take responsibility. When I called in XX/XX/XXXX to make a payment with a representative she informed me that their system was down and she could not process my payment. The Customer Service Representative transferred me to the escalation department and a gentleman processed my payment. When I asked him about why the previous rep could not process my payment, and she informed me that their system was down and she was trying to work between XXXX systems. I would like The CFBP to initiate an investigation of the unethical practices of XXXXXXXX XXXX a.k.a. Loan Care Servicing. If they have compromised the integrity of my credit for the sake of saving face for the credibility of their company, I have reason to believe that there are other consumers that may have been impacted. I am willing to go to the News Stations to report what has happened to me so that Loan Care is not able to do it other consumers. I selected the last 4 digits of my account ending in " ... 3. '' I did not select no other account. The XXXX advised me to go online and delete any other accounts from my profile once this happened so that it would not happen again if I elected to pay online. I followed her instructions and deleted the erroneous bank account information on my profile that Loan Care told me they could not remove.

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