Consumer complaint received 2026-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: FL

Complaint narrative:
To Whom It May Concern, I am writing to formally file a complaint regarding multiple discrepancies, inconsistent information, and errors related to my escrow account and insurance coverage with LoanCare/Lakeview Mortgage XXXX On Wednesday, XX/XX/XXXX, at approximately XXXXXXXX XXXX I contacted customer service after repeatedly receiving letters stating that my flood insurance coverage did not meet required limits. Prior to calling, I confirmed with my insurance provider that my flood insurance had already been increased on XX/XX/XXXX, from {$200000.00} to {$220000.00}, which exceeds the required minimum of {$210000.00}. During my call, the LoanCare representative acknowledged that their system had not been updated and still reflected the outdated coverage amount. She confirmed this was an internal error and informed me that I would receive a refund of {$280.00} due to the mistake. I also asked if any further action was required on my part, and she assured me that everything was correct and updated. However, on Thursday, XX/XX/XXXX, I received an email stating that a new escrow analysis had been conducted, showing a shortage of {$2600.00}. I was given two options : Pay the full shortage and have a new monthly payment of {$3200.00}, or Spread the shortage over XXXX months, increasing my monthly payment to {$3400.00} This was extremely concerning, especially since I had already undergone an escrow analysis in XX/XX/XXXX, which resulted in a shortage of {$2500.00} and increased my mortgage payment from {$2900.00} to {$3300.00}. My understanding is that escrow analyses are typically conducted annually, so I do not understand why another analysis was performed just four months later. Later that evening ( XX/XX/XXXX at XXXX XXXX ), I called again and was told by a different representative that the increase was due to earthquake and fire hazard insurance. This explanation raised concerns, as earthquake insurance is not mandatory in XXXX On Friday, XX/XX/XXXX, at XXXXXXXX XXXX I called again and was transferred multiple times. One representative confirmed the earlier flood insurance error and acknowledged the notes in the system. She initially repeated the explanation about earthquake insurance but later corrected herself after reviewing further. She discovered that fire hazard insurance had been duplicated in error, instead of being properly categorized alongside property insurance. The agent stated that she's going to fix the mistake and it was brought to her attention that I was going to receive two refunds, and refund for {$280.00} and {$250.00} that should be issued in XXXX to XXXX business days. According to the last agent I was transferred to told me that because of the whole flood insurance matter that is the reason my escrow has a shortage, I stated that with the two refunds I will be receiving is a total of {$530.00}, and currently my escrow amount is {$1200.00}. The agent stated that my escrow has to be {$4000.00}, I added the {$1200.00} plus the {$530.00} which gave me a total of {$1700.00}, my current standing escrow shortage is {$2600.00}, when I subtract the {$1700.00} from the shortage amount, my grand total was {$860.00}. I told agent how I've been through the Ringer since Wednesday with each representative giving me a different answer. This is the reason why I am writing this complaint

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