Consumer complaint received 2017-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: LoanCare, LLC
State: FL

Complaint narrative:
Below is what I have been dealing with since   XXXX   XXXX   XXXX   with the company Loan Care. This is causing me not to be able to close on a home for me and my family in 2 weeks that now might leave us homeless. PLEASE HELP:   XXXX   XXXX   XXXX   < >
Loan Care is falsely reporting to my credit report.
Loan Care
 
You have falsely reported to my credit report that I have been over 30 days late on one of my accounts with you (account # XXXX ) when this was clearly an issue on your end because I have never been late and I have the documentation to prove it.
 
Back in   XXXX   XXXX   I received a letter from   XXXX   XXXX   that this account has an escrow shortage of   XXXX   it never said to pay anything different only that I have a shortage of  XXXX . So, I paid the  XXXX  in full on  X/XX/17  it shows paid on my  XXXXX  statement. On my   XXXX    statement I noticed that the payment is different it now showed  XXXXXXX  per month so I called on   XXXX   to Loan Care asking why and they said they are not sure but continue to pay the  XXXX  and they will have to call me back in 24  48 hours after they have reviewed it the account. Of course I did not get a call back  after waiting 4 days so, I called again on   XXXX   and informed the Loan Care rep of what is going on and he said he will need to transfer me to the escrow department after transferring the phone was disconnected. I waited 2 hours hoping was going get called back but that never happened so AGAIN I called and spoke to  XXXX  I remember the name because at this point I have had enough with the back and forth.   XXXX   informed me that he read the notes on my account and has spoken with the escrow department and the problem was that my account was NEVER reevaluated after receiving the escrow shortage payment. I asked   XXXX   REPEDIATLY I remember exactly 5 times how much do I need to pay and will this be removed off my credit report for being late.  XXXX  said to me and in an annoyed manner because how much times I asked he said to continue paying the   XXXX   until Loan Care gets back to you after they review the escrow.
 
4th call into Loan Care today   XXXX     and spoke with  XXXX  and I again  went over with   XXXX    what is going on and that the late payment to my credit report has not been removed. After 40 minutes on the phone with  XXXX  she figured out what was going on needless to say nothing was done from my prior calls into Loan Care.   XXXX   was helpful she figured out that my entire payment was not being applied to my loan because I was not paying the correct amount after I rapidity asked   XXXX   other Loan Care representative what I need to pay and I kept getting the same incorrect response to keep paying the  XXXX  until my escrow account in done being reviewed and they will tell me my new amount. Finally  XXXX  gave me the right information and said that my new loan payment is  XXXX  and that I needed to pay now   XXXX    now to bring my account current. I paid over the phone with    XXXX   the  XXXX  and she said that I will need to e-mail this with my credit report showing where Loan Care has reported me late incorrectly.  All this should be noted on my account by  XXXX  she promised me this would be done.
 
In summary the late charges that Loan Care needs to be removed off my credit report ASA. If this is not done by the end of next week   XXXX   I will report this incident to t he Better Business Bureau as I will be forced to because of the mishandling of my account. I have multiple accounts with  you and have had issues with others but this one was completely poor customer service.

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