Consumer complaint received 2017-06-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: IL

Complaint narrative:
I was in the process of refinancing my property for my daughters education when I found that my credit report showed recent consecutive late payments regarding my account XXXX on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. As soon as I became aware of this fact I immediately contacted customer service. It was then I learned that due to a bounced check in XX/XX/XXXX, all ACH draws were stopped. I was shocked and horrified and I immediately paid the balance in full. I asked why I was never informed about this ; the representative said a letter was mailed. When I explained that I never received this letter, the representative checked and together we discovered that the address on file was incorrect ; this is why I never received the letter. In addition, I sincerely had no idea that an ACH draw could be canceled by anyone but me. I have all my bills set up to for auto draw, and indeed when I checked my bank account I saw the balance was extremely high because funds were never debited. I had any knowledge of this bounced check or cancellation of the ACH draw, I would have addressed it immediately. My credit report shows that over the past seven years ( with the exception of XXXX/Loancare ) I have paid every creditor on time and never missed even one payment ; for a total of 354 payments. Ive spent my entire life building my credit. To this very day, I have not received any documentation indicating there is a problem with my account. Only for my attempt to refinance my home for my daughters education, I would still be unaware. The purpose of my correspondence is to request a " goodwill '' adjustment due to the resulting hardship on the reporting of this account to the three credit agencies. I do recognize that this request is unique and that it may not be XXXX normal policy. Please consider that the Fair Credit Reporting Act does not demand that all accounts be reported, only that any account reported to be done so accurately. Therefore, a company does have legal discretion and permission to remove any account it chooses from the credit report. I 'm hoping/praying/begging that XXXX will do this in my case. If XXXX does not, my credit that I have worked so hard for all my life is gone. I went from XXXX+ to XXXX and it will take seven more years to build it up again. Even more devastating, I will not be able to refinance my home ; I am a single mother, I have nowhere to go and no one to turn to for my daughters school fees. This would create an extreme hardship for our little XXXX person family and it will change the course of her life forever. We will not even be able to pursue an affordable financing arrangement because my credit is so bad. My only option is to sell my old car but I need this vehicle to get to work every day. Im in a complete panic and this experience has left me traumatized. I 'm hoping you might review the circumstances and consider a good will adjustment in light of the resulting hardship.

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