Consumer complaint received 2020-02-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: OH

Complaint narrative:
On XX/XX/XXXX I received a letter from XXXX Loans advising that my current mortgage was being sold to LoanCare, XXXX. XXXX XXXX, XXXX XXXX, VA XXXX. The letter advised that if I paid my mortgage via an online service, to change the address information to LoanCare , LLC, XXXX. XXXX XXXX, XXXX, PA XXXX. I made that change immediately. I then received a " welcome packet '' from Loancare verifying that information, how much my monthy payment would be, etc. NOWHERE and at no time was I told that my loan account number would be changing, I made my mortgage payments - on time - in XXXX, XXXX, XXXX, and XXXX. In late XXXX I received two different letters ( notices ) from Loancare. The first advised that they had not received my XXXX payment. The second advised that they had received only a partial payment in the amount of {$570.00} out of the total payment of {$810.00}. I immediately called Loancare and spoke with XXXX ( agent ID # XXXX ). He advised that I needed to contact my bank and have them send over a transmittal number via e-mail to XXXX and once that was received they would properly credit the full amount payment to my account. I immediately called XXXX XXXX who took the information and said they would send it to LoanCare and the XXXX Case # was XXXX. I was told to wait a few days and call Loancare to make sure it was received. I called a week later and advised that my payments still had not been received. Rather than spend more time on the phone I went personally to my XXXX XXXX location in XXXX and spoke with a banker for help. On that date the banker personally called Loancare and verified that ALL of my payments had been processed on time. After some research the agent from Loancare advised that my account number had changed and that because of a transition agreement that Loancare had with XXXX my first 3 payments in XXXX, XXXX, XXXX had processed through with no problem. But since I never changed my account number in my online bill pay service the XXXX payment did not transition. ( which by the way makes no sense if they say they received a " partial payment '' in XXXX ). Once again, I was NEVER advised that my account number was changing, just the name and address of where to send my payment through my bill pay service. I was advised to make the account number change in my bill pay service and that they would send this problem through their Cashiering department for an investigation to properly credit my account since XXXX had verified that my payments were sent in full, and on time. And that LoanCare would handle the Credit Bureau because this had already been turned over to the Credit Bureau for non payment. I was advised to wait a week and call again to make sure everything cleared. I called again and spoke with XXXX ( agent # XXXX ) on XX/XX/XXXX and was told that all of my payments were up to date and that my next payment not due until XX/XX/XXXX. She then put me on a brief hold and said she had " escalated '' my information to have the issue removed from my Credit Bureau report. I was told to wait until the first week of XXXX and that I would receive a letter from Loancare saying that they had cleared my credit rating. In the meantime, I received a letter from XXXX XXXX saying that they had sent over all of my information to LoanCare that my XXXX payment of {$810.00} was sent to LoanCare. Yesterday, XX/XX/XXXX I received a letter from XXXX saying that the information they previously received was correct. I called Loancare on XX/XX/XXXX and spoke with a representative who advised that they had DENIED my claim to have my credit report cleared. I was then transferred to a supervisor, Schneidine ( agent # XXXX ) who advised that they still had not received my XXXX payment!!!!???? I explained over and over the steps I had taken, the phone calls I had made, and the fact that the banker personally called Loancare and verified that all payments were made, and the letter I had received from XXXX showing the payment was made. XXXX advised that I needed to have XXXX send them a transaction # showing the payment was sent before they could clear my credit report and properly credit my account. Basically starting at square one. 

To say this is insane and extremely frustrating is an understatement. I have spent countless hours on the phone and going to my bank in person to try to resolve the situation, and my outrage that my outstanding credit report is now tarnished, not to mention the fear of some kind of foreclosure proceedings. 

I again spoke with XXXX XXXX today and was given their confirmation number of my payment to Loancare on XX/XX/XXXX in the amount of {$810.00} and that number is XXXX. 

I have in my possession all of the copies of all of the correspondence received, with all the notes and name and dates of people I spoke with, as well as the letter from XXXX XXXX confirming my XXXX payment was made and that they forwarded that information to Loancare. Because your intro to this process says not to provide personal information, I am declining to send copies of that at this time because all documents contain name and address, account numbers, etc., but will send if required I will be sending a very detailed letter to Loancare and will provide them copies of all of that documentation but I am at the end of my rope in trying to handle this situation alone. It is clearly incompetence on their part and I would absolutely accept any help you can provide. 

Thank you. 
XXXX XXXX XXXX XXXX XXXX XXXX

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