Consumer complaint received 2017-07-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: AZ

Complaint narrative:
Personal Statement regarding the negative report from this lender. XX/XX/XXXX Account name XXXX XXXX XXXX Loan number, XXXX For the entire time I have had this loan, I have never been " late '' except for the payment for XX/XX/XXXX. This lender states that I have two late payments, the payment for XX/XX/XXXX and XX/XX/XXXX. I paid for both months directly through their website on XX/XX/XXXX. The money posted to my account and cleared my bank account on the same day. I have never made the payment on the first, but always shortly thereafter and before late fees were applied. So why are they now reporting late for XXXX in addition to XX/XX/XXXX? In good faith I attempted to make the XX/XX/XXXX payment before late fees would apply. I responded to this lender immediately when they called me, 1st on XX/XX/XXXX for the XX/XX/XXXX payment and 2ndly for the XX/XX/XXXX and XX/XX/XXXX payments when they called me on XX/XX/XXXX. I explained the situation and expected a little leeway since I have never paid late enough to have late fees applied and have a reasonable explanation as to why this happened for the XX/XX/XXXX payment. This is what happened : I pay all of my bills through my bank using " bill pay ''. I do this close the 3rd business day of the month when my employer pays me. For XX/XX/XXXX that day was the XX/XX/XXXX. This lender called me on XX/XX/XXXX stating they had not received the XX/XX/XXXX paymentthis was a surprise to me! Immediately I checked with my bank, only to find that none of my " bill pays '' for XX/XX/XXXX that I submitted, including to this lender through " bill pay '' on XX/XX/XXXX, where ever processed and sent out. All the bank will tell me is that they could see that I logged in on XX/XX/XXXX, but that was itno checks went out. Immediately, the same day this lender called me, XX/XX/XXXX, I physically wrote checks and mailed them to everyone, including to this lender. On XX/XX/XXXX this lender called me again, this time telling me that I now owe them for XX/XX/XXXX and XX/XX/XXXX. They said they never received the 2nd check that I immediately wrote and mailed to them myself on XX/XX/XXXX. ( Of all of the payments I physically wrote and mailed via USPS myself on XX/XX/XXXX why is the check I wrote and sent to them the only one that never cleared my bank? For all I know they lost the check. This check also has never been returned to me by the USPS either ). So immediately I had my bank put a " stop payment '' on that check and went directly to this lender 's website and paid for both XX/XX/XXXX and XX/XX/XXXX on XX/XX/XXXX, the same day they called me. This payment cleared my account the same day. Now they are reporting that I was late for both XX/XX/XXXX and XX/XX/XXXXagain I have never made the payment on the XX/XX/XXXX ; but shortly thereafter and before any late fees. I wholly do not believe the payment for XX/XX/XXXX or XX/XX/XXXX should be considered late and that they should reverse their negative credit report and work to have my excellent credit score that existed prior to their negative report restored.
I believe this lender is being very unfair and a Bully about this whole situation. NO ONE ELSE HAS MADE A NEGATIVE REPORT BECAUSE OF THIS FOLLY OF MISFORTUNE, NOT EVEN THE OTHER MORTGAGE LENDER I HAVE FOR MY OTHER PROPERTY. ONLY THIS LENDER CLAIMS NOT HAVE RECEIVED THE CHECK THAT I WROTE AND MAILED MYSELF TO ALL OF THEM ON XX/XX/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