Consumer complaint received 2019-06-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: TX

Complaint narrative:
Since XXXX of 2019, my payment has gone up XXXX for a lack of escrow that was being collected, due to someone in the insurance department putting in a one time payment of XXXX from my hazard insurance company as my annual premium. The letter clearly stated that it was a one time payment, and yet, they still managed to make the mistake. After the mistake was made, they 'serviced ' the loan, i.e. escrow analysis was done and they STILL DIDN'T CATCH it. XXXX. 

I have called, over 80 times to the company, and I keep getting pushed around. Finally about over 102 days and complaining to CFPB and XXXX, I received a letter from XXXX XXXX Office of the Customer stating that due to their XXXX up, they would pay XXXX back to our escrow as a credit. 

I called in during the first week of XXXX to ensure that I was credited back the monies from the letter that was dated for XX/XX/XXXX. I come to find out that only XXXX was credited by the XXXXnsurance department- not the XXXX that was stated, promised and guaranteed in the letter. They said they'd look into it. Three weeks later, I didn't hear XXXX, so I called back to escrow, was pushed to someone else, then transferred to someone managers voicemail. I then called XXXX a left a strong message begging for call back, demanding it rather. Then I called XXXX XXXX, and she didn't answer either- and I've received no callback from her. The last contact I had with her was her telling me essentially she's not dealing with me anymore. Wouldn't that be great if I never had to deal with XXXX XXXX ... It really would be great. 

This is that last contact I had with her concerning this issue : " Good Afternoon, We are still waiting on the additional funds to be deposited into the escrow account before we can run an updated escrow analysis. 
Your direct point of contact is listed at the bottom of the document if you have any further questions or concerns. '' That was XX/XX/XXXX. They have had 8 business days to resolve it and yet here I am- once again. 

NO ACTION ON THE MATTER OF RESOLVING THE FULL PAYMENT TO ESCROW HAS BEEN TAKEN. 

I left a message, I was assured a call back today. Then, being as frustrated as I am I called back waiting to talk to a manager, who wasn't available, but the associate said that they would call me back at XXXX EST. It's XXXX EST ... and no call. In fact I'm on the phone right now, this very XXXX XXXX minute, again, speaking to XXXX about my situation and she has no answers. She requested that I send the document from XXXX to her. I did that already to XXXX in early XXXX and nothing has been resolved. I was then not allowed to speak to a manager because, " he just left. '' Really ... XXXX. He's there and doesn't want to talk to me. So how are the minions going to get what I need done when everyone knows that it's above their pay grade? 

I'm done. I'm done working through CFPB and the XXXX, I'm done calling and begging for help and lucky for your associates and managers who actually pick up phones I'm done yelling. I want this resolved. 

I want the XXXX restored back to escrow which is apart of the XXXX that was promised in a letter from XXXX XXXX sent on XX/XX/XXXX. XXXX was credited back- I want it all. Just as the paper says. Oh wait? Did the company XXXX up again? Did you mean to only really credit back XXXX and there was a typo? Too bad, it's in writing. Now, I want it and I want it done now. 

Three and a half months to fix YOUR mistake, IS TOO LONG TO WAIT. You're messing with peoples lives. We will not pay you another nickel until this is finally, FINALLY resolved. Perhaps that will get your XXXX XXXX attention. May then YOU'LL care that you're not getting YOUR money. 

Fix it, again. Thanks for fixing it before, again after three and a half months. Way to be on top of that. 

It's now XXXX my time, that's another 34 minutes on hold waiting for a manager. They are waiting for me to give up, hang up and pay them money they OWE ME. I wish them luck with that. 

You will see the letter from XXXX XXXX. As well as the email from XXXX doing nothing to assist. 

I hate, with a deep seeded passion, this company. With any luck, they will go bankrupt.

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