Consumer complaint received 2020-10-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: AP

Complaint narrative:
Long story short : I sold my home and I have proof that my mortgage was paid off by the escrow company in mid-XX/XX/XXXX. Nevertheless, XXXX XXXX My Loan Care reported me as more than 30 days past due for in XXXX ( more than 2 weeks after the loan was paid through proceeds from the close of the sale ). I am unable to contact anyone at the company despite trying for nearly 2 months. See below for more details.

I refinanced my mortgage several years ago with then XXXX XXXX  XXXX XXXX XXXX XXXX. XXXX XXXX changed their name to MyLoanCare. MyLoanCare was recently acquired by XXXX XXXX XXXX. I've never been able to successfully log on to the XXXX XXXX XXXX  site, as the transition occurred at just the relevant time of the events below. 

In XXXX or XXXX of this year, my husband and I were impacted by COVID. We reached out to our lenders, and all of them granted the COVID relief of payments. The relief of payments from XXXX XXXX My Loan Care extended through XX/XX/2020. I have documents that say this. Unlike all of the other creditors that my husband and I had at the time, XXXX XXXX ( then ) My Loan Care was deceptive in their website. They showed us throughout the COVID relief period as being delinquent in our payments. It was impossible to get the status of our loan during this period from the website. They mailed us documents, all of which we have. 

In XXXX of this year, I received a job offer in XXXX. That job offer was put on hold due to COVID travel restrictions, but in XXXX they hired me and made plans for us to move. In anticipation of the move, we sold our home. Both our Escrow Agent and I contacted XXXX  XXXX My Loan Care to obtain the payoff amount. 

On XX/XX/2020, my husband and I moved to XXXX for our new job. Since moving to XXXX, I have been attempting to access the XXXX  XXXX My Loan Care website to confirm that they were reflecting the payoff of the loan. I have been unable to access the website. I get a message saying that the server timed out, but I suspect that the company is geo-blocking me. I've also tried many, many times to access the chat feature. I'm also unable to contact them this way either, as I get the same error messages about server timeout every time. 

In mid-XXXX, our loan closed, and I have the Escrow payoff statement showing that XXXX  XXXX My Loan Care received the payoff amount that they told both me and our Escrow Company was a valid payoff amount. 

Last week, the week of XX/XX/2020, I received two credit monitoring alerts. Both advised me that my credit score had dropped and I should check it. I logged on to both sites, and both advised me that XXXX XXXX My Loan Care had reported me as greater than 30 days delinquent in XX/XX/2020. I have paid them the amount that they told both me and our Escrow agent was the payoff amount as of the date of close of escrow. They have blocked me from entering their site, and they have damaged my credit. I would like for them to correct their error expeditiously, as my husband and I are looking for ways to invest the proceeds of our home sale, and their error will cost us real money in terms of rates and, potentially, eligibility.

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