Consumer complaint received 2021-03-16 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
Loan Care Compliant LoanCare Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, ca XXXX XXXX Mortgage Loan # XXXX Loan Care, LLC XXXX XXXX  XXXX XXXX, CA XXXX Addl Addr : Loan Care, LLC XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Phone Numbers : XXXX XXXX 1 : What is this complaint about? 
The Complaint is about Loan Care losing a mortgage payment {$1700.00} made on XX/XX/2021. 
Starting on XX/XX/2021 I was notified by Loan Care that my mortgage payment was not made do to NFS. 
On XX/XX/2021 my wife contacted XXXX XXXX and verified that the funds were there and XXXX XXXX transferred my mortgage payment of {$1700.00}. 
On XXXX the XXXX and the XXXX XXXX XXXX contacted us to advise us Loan care was attempting to collect two additional mortgage payments of {$1700.00} each and we were being assessed a NSF fee of {$29.00} each. 
My wife called XXXX XXXX and explained we did not authorize two additional mortgage payments. 
XXXX XXXX agreed to waive one fee. 
We received a payment receipt from Loan care at the end of XXXX advising us that the XXXX mortgage was paid and that the next payment due was to be for XX/XX/2021 for {$1700.00}. 

XXXX : What type of problem are you having? 
The type of problem is that Loan Care has demanded we furnish the same bank statements and proof that we made the payment over and over and over again and again and again. 
I have spent at least 60 hours on this fiasco since XX/XX/XXXX. 
The demands are now harassment based on their incompetence, leading to racial discrimination and veterans status. 
We have been harassed by the amount of demands and false accusations by Loan Care demands we prove we made the payment. 
The amount of time it is taking for Loan Care to make a decision as to crediting our mortgage account is now over 60 days. 
Loan Care provided false information to us in what type of documents we needed to provide them bank statements vs a XXXX Report. 
We were provided false information on what we would need to provide. 
We were provided false information as where to send the documents ( addresses ). 
We were provided false information what to send pdf files vs word documents or copies. 
We have at least 8 tickets out on the payment investigation. 
We have been provided wrong email addresses such as XXXX, XXXX, we have sent the info also to XXXX, XXXX, XXXX. 
The MyLoancare.com ticketing system ticket system has not able to be tracked or looked up. 
We were advised that the emailed the XXXX XXXX XXXX  statements would not be acceptable because the XXXX document it was copied to could have been altered it. 
When resent it as a pdf and then they said document print was to tiny and when they attempted to zoom in it was too fuzzy. 
The last document that was requested was made by supervisor XXXX ID XXXX. She We were promised least a dozen times the supervisors would call me back on XXXX. Only on one occasion did we receive call back. And that was on XX/XX/XXXX. 
The correct information requirement that should have been requested from the start of this nightmare is this : 1. XXXX XXXX  XXXX XXXX bank statement showing the payment was sent to Loan Care. 
2. XXXX XXXX XXXX XXXX  XXXX and later the XXXX statements. I sent them the XXXX statement on my own. They are not smart or competent enough to request it. I came to this conclusion : that Loan Care may want to view these two statements in order to verify Loan Care did not send my XXXX XXXX account the payment back to me ( a reversal of the transaction ). 
3. When the supervisor XXXX XXXX, of Loan Care on Thursday the XXXX requested a Transmittal Report she did not give me the proper definition of a transmittal report. So when I went to XXXX XXXX and requested it the teller gave me another XXXX bank statement. I, at this point requested the XXXX bank statement, also. Then I sent both these XXXX XXXX to Loan Care to a new contact point, fax number XXXX. I verified on Friday the XXXX Loan care received it but it was the wrong info. it was not a Transmittal Report. 
4. I then spoke with another supervisor XXXX ID # XXXX. She provided me the proper definition of what a Transmittal Report would include and look like. Within one hour and half, XXXX XXXX provided me the correct info and I sent it to Loan care by fax. Today XX/XX/XXXX, I verified it was received by Loan Care. 
5. XXXX on Friday the XXXX did say prior to ending of our call that from the info previously sent it looks like Loan Care owes me a credit. That indeed I did make my mortgage payment on XX/XX/XXXX, and it was on time and they received the money. 
6. I have on XX/XX/XXXX received a letter from Loan care that they are accelerating the loan. This is the first step in foreclosure. I was given the number to call XXXX and to speak with XXXX XXXX. I called him and the csr could not look him up, that is find his name. 
7. This is critically important to me and my wife. I applied and was approved for a refinance mortgage lower my interest rate and payment. My new mortgage is about to become undone because Loan Care did not accept the payoff amount quoted on XX/XX/XXXX. The reason they are claiming they rejected the payoff was the I owe XX/XX/XXXX mortgage payment. I do not owe Loan Care the XXXX mortgage payment. They are lying. 

3 : What happened? 
As of today the XXXX nothing has happen. This problem nightmare is still ongoing. Again, I was promised a callback for Weds the XXXX. I insisted that I receive a call back Tuesday the XXXX by XXXX. There is no resolution. There is no credit to my mortgage account of {$1700.00}. This is critical issue. Please help me, I am a XXXX XXXX XXXX Veteran. 

4 : What company is this complaint about? 
LoanCare Service XXXX XXXX Loan Care, LLC XXXX XXXX XXXXXXXX XXXX, CA XXXX Addl Addr : Loan Care, LLC XXXX XXXX XXXX XXXX XXXXXXXX, VA XXXX Phone Numbers : XXXX XXXX XXXX I have also spoken with : XXXX XXXX XXXX supervisor XXXX XXXX XXXX supervisor XXXX XXXX XXXX supervisor XXXX ID # XXXX, supervisor XXXX # ID XXXX & XXXX ( XXXX ) and many others.

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