Consumer complaint received 2019-08-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: NV

Complaint narrative:
As of XX/XX/2019, LoanCare, a subservice to XXXX XXXX XXXX  XXXX took over the processing of my mortgage from XXXX. I attempted to schedule the XX/XX/2019 payment on line through their website however that option was not going to be available until XX/XX/2019 or after. In order to not be late on the XX/XX/XXXX payment, I mailed Loan Care a check to the address provided and included the temporary coupon that was included with the welcome paperwork. On XX/XX/2019, Loan Care processed the check through their bank and it cleared my bank on XX/XX/2019. I logged into their website ( myloancare.com ) on XX/XX/2019 to schedule my payment for XX/XX/2019. I saw that my account did not reflect the XX/XX/2019 payment. On XX/XX/2019, I checked again and it was still not showing as a credit. I contacted the number in the welcome package and the representative attempted to locate the payment. She stated that she was unsuccessful and that it didnt appear to be credited to my old loan number from XXXX. I was asked to email a copy of the check to a specific email address ( XXXX ) and to call back the next day with the tracking number ( XXXX ). On XX/XX/XXXX, I called back and gave the representative ( XXXX ) the tracking number. He pulled up the information and stated I should have no trouble getting the payment credited as I included both the front and back of the check. He stated that I should have a resolution on or before XX/XX/2019 and that this would not affect my credit. I logged into the website on XXXX XXXX and my account did not reflect the payment. I contacted them by phone on XX/XX/2019 ( Mrs. XXXX was the CSR ) and was told that the request was still in process and they did not know when this was going to be finished. I was instructed to wait another 3 business days and then call back for progress. Due to the fact that I was not satisfied that action was being taken, I sent another email requesting a definitive date as to when the resolution was going to take place. I was given another tracking number ( LTK XXXX ). I waited until XX/XX/2019 and again checked the website to see if this was taken care of. It was not, so I again telephoned them ( XXXX was the CSR ). I was again told that it was still in research and that it is taking longer than expected and should be done in 7 - 10 business days. I was not satisfied with that answer and asked to speak with a Supervisor. They took my number and told me that a Supervisor would call me as soon as possible. A Supervisor who identified himself as XXXX called back about an hour later. He stated that according to the notes in the file, I was notified on XX/XX/2019 that they were unable to open the file I provided. I let him know that no one had contacted me and if they had I would have complied immediately as I want this matter settled. He asked me to copy the screenshot onto a word document and send it to the earlier email ( XXXX ). He waited on the line until I was able to provide him with another tracking number ( XXXX ). He opened up the file and found that it was clear and the matter should be resolved in 5 business days and to call him directly if it was not ( His direct # XXXX ). On XX/XX/2019, I called the main number and the representative ( XXXX was the CSR ) told me the payment is scheduled for processing tomorrow, that the payment was applied to my old XXXX account number, and they will contact me via email when the matter was resolved. I called the Supervisor XXXX and left a message for him to call me back as he requested if the matter was not resolved. He has of yet not returned my call. I waited and checked the website again on XX/XX/2019 and the payment was still not processed. I then contacted the main number again ( XXXX was the XXXX ) and was told that their cashiering department had been having issues since XX/XX/XXXX, that they would not be able to do anything with the work orders until XX/XX/XXXX and that I should wait until XX/XX/XXXX -XX/XX/XXXX for a resolution. She provided me with a confirmation number. ( # XXXX ) I checked the website on the evening of XX/XX/2019 and the payment was still not processed. I checked the website again, XX/XX/2019 and the payment was still not credited to my account. I checked again on XX/XX/2019 and again there is no credit applied. I contacted the main telephone number and the representative ( XXXX was the CSR ) read the notes in the file to me. He stated he had no idea what was going on with the cashiering department but was going to have a Supervisor call me in the morning to help me with answers. He stated that he would be in at XXXX EST and would send my information to a Supervisor and I should expect a call in the early afternoon. On XX/XX/2019, I never received a call from a supervisor and my account is still not credited.

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