Consumer complaint received 2024-04-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: IL

Complaint narrative:
I have been in contact with my mortgage company Delmar Mortgage/ Delmar Financial company since XXXX regarding my escrow account. The first issue came when I had received notice that my taxes were delinquent as they ( Delmar ) did not pay them. I called the company XX/XX/XXXX and was told to submitted the notice to them. The next issue happened in XX/XX/XXXX. When I went to make the payment for XXXX I noticed my payment had increased. I called Delmar XX/XX/XXXX and was told that they completed an escrow analysis, however, it was before the timeframe in which one was supposed to be completed. When I asked about this the representative told me that the company can run anytime they see something " funny '' going on. I was also informed during this call that my payment would go up again in XXXX. 
Since then I have ran into many issues with Delmar XXXX and wanted to request to have the escrow removed. I live in the state of Illinois so I can elect to have my taxes removed from escrow. I also noticed they have not sent me copies of my tax bills When I went to review my Tax Form XXXX I noticed that was supposedly refund for the escrow issued. I called Delmar XX/XX/XXXX and was informed that I should have been issued a check back in XXXX. I advised I never received a check. The representative advised they would look into and follow up. No one followed up however I received a check a couple of weeks later. 
Because of the miss handling of my escrow account, in XX/XX/XXXX I requested to have the escrow account and PMI removed. I have never been late or missed a payment since the loan was established XX/XX/XXXX. I was told in order to have the escrow and PMI removed I would need to have an appraisal completed. I complied by providing the list of updates that had been completed since the loan was originated and paid the fee to have the appraisal completed on XX/XX/XXXX. The appraisal was completed on XX/XX/XXXX. 
In XX/XX/XXXX there were several calls made to follow up regarding a if a decision had been made for the PMI and escrow removal. Call dates are XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. On XX/XX/XXXX I called again in regards to the outcome and was told the PMI was approved. When I inquired about the escrow, the representative stated that the request was closed and would reopen it. I asked to speak to a supervisor and was told they don't have supervisor, but I could speak to the escalation department. I spoke with a representative in the escalation department and was told that the request had been denied as the removal of the escrow was going by the original appraised value not the new value and was told the amount that the principal value would need to be in order to have it removed. I advised I was not told this before I had the appraisal completed and hung up. 
Since then I have been given the run arounds regarding receiving information about the decision, receiving a copy of the appraisal as well as expecting a call back from a manager and receiving a case manager. 
On XX/XX/XXXX I called again regarding receiving a copy of the appraisal and the denial letter. The first representative was the only representative that once offered to email the information to me. Also during the call, the representative stated that the letter being sent would say the denial was because the principal balance of the loan was greater than or equal to 80 % of the original appraised value. She continued to read the notes on the system and said that the decision was based to the loan to ratio value. I asked if those were the same because the appraised value is different than the origination value. She put me on hold and came back, but was not sure. She said would put in a request to have a manager call me as well send an email with the denial letter and appraisal. I was told that I should receive a call back within XXXX hours. I requested to speak to the escalation department. I was transferred to the escalation department and spoke to a representative and explained everything over again. The representative advise that they would submit to have a case manager assigned. Once assigned I should expect a call from the case manager. On XX/XX/XXXX I received a message for documents. The only document received was the denial letter and not the appraisal.

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