Consumer complaint received 2016-11-02 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: LoanCare, LLC
State: NM

Complaint narrative:
XXXX holds my mortgage loan. They process payments through a company called Loan Care, LLC. I bought my first house in XXXX, 2016. First mortgage payment, processed through XXXX Loan Care worked fine in XXXX. I immediately set up autodraft for my loan payments with this successful info. In XXXX, payment did not go through, so I contacted XXXX Loan Care via phone. They instructed me to use the number on the bottom of my checks as the " account number '' to list on their online form. I did as instructed, received confirmation of payment ( always from LoanCare, occasionally also from XXXX ), and assumed all was fine. Weeks later I received a letter in the mail informing me my payment was not received, and I am now late. I contact XXXX Loan Care again, numerous times to try and resolve, even changing which bank I was using to pull the payment from. Despite making payments with a Loan Care representative on the phone, my payments have still not gone through. When I contacted XXXX to help resolve the issue, I was ignored or run in circles with XXXX Loan Care. I have now been reported as having outstanding late payments on my credit report, which XXXX refuses to take any action to remedy, despite the fact that the only reason I was late is due to misinformation provided to me by their payment processing company. Representatives at XXXX have also sent emails containing ALL of my bank account numbers, causing serious security concerns. The reps at XXXX have been untruthful, dismissive, and damaging to my character and my credit. They have taken to simply ignoring my emails. My credit is being destroyed because of a single late payment which was ONLY late because the processing company gave me bad instructions, and then failed to notify me in anything resembling a timely manner. 

Attempts to pay- XXXX web payment- XXXX/XXXX/16 - successful ( set up autodraft with this info ) XXXX web payment- XXXX - failed - Confirmed successful via email by both companies Contact XXXXLoanCare XXXX - change autodraft to what XXXX Loan Care employee tells me to change it to XXXX web pay- XXXX - failed XXXX + XXXX web pay- XXXX - failed, - Confirmed successful via email by both companies. 

Contact XXXXLoanCare XXXX web pay- XXXX - failed XXXX + XXXX phone pay with rep- XXXX - successful -Confirmed via email by both companies XXXX phone pay with rep- XXXX - failed - Confirmed successful via email by both companies XXXX web pay- XXXX - credited to XXXX XXXX - reported to credit bureaus as 30 days late. At this point XXXX is the only missing payment, but I had no reason to believe XXXX payment was credited to XXXX, nor reason to believe XXXX was late as the representative from XXXX Loan Care had fully confirmed the payment over the phone. 

XXXX web pay- XXXX - failed XXXX web pay- XXXX -??? 

I have tried to resolve this issue with XXXX Loan Care and through my mortgage company, who employs XXXX Loan Care to process their payments. I have contacted 3 different people at XXXX XXXX XXXX, and a half dozen different reps at Loan Care. Neither company has made any attempt at actual resolution. 

I am trying to be responsible. I pay all of my bills on time- there is no reason why I would intentionally not pay my mortgage. The money is sitting in my bank account. The only reason I was late at all was because I was told to use the incorrect information to process my payment, and then not notified in a timely manner when it did n't work. The information Loan Care has reported to the credit bureaus is incorrect, and will reduce my credit rating for years to come ( currently, it 's cost me XXXX points on my credit score ). I 'm a XXXX year old XXXX, I do n't deserve to have my credit ruined because of the lazy, deplorable service of my mortgage company and its payment center.

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