Consumer complaint received 2024-03-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: AZ

Complaint narrative:
XX/XX/XXXX : Try to pay XX/XX/XXXX Mortgage online. Can't access website. 

XX/XX/XXXX : Try to pay XX/XX/XXXX mortgage online. Can't access website. 

XX/XX/XXXX : Try to pay XX/XX/XXXX mortgage online. Able to access site but can not process anything. Continual loading screen. 

XX/XX/XXXX : Receive mail from mortgage company in regards to a data breach / cyber attack. That no payments will be marked as late or fees added or reported to credit agencies for this month. 

XX/XX/XXXX : Paid XX/XX/XXXX Mortgage payment for a total of {$1400.00}. Also update bank information as required by website due to recent cyber attack. 

XX/XX/XXXX : Payment for XX/XX/XXXX posted as PAID. 

XX/XX/XXXX : Automated email from mortgage company to remind me XX/XX/XXXX mortgage payment is due in 5 days. 

XX/XX/XXXX : Get notice from credit monitoring service that mortgage is past due over 30 days. Confused, go online to bank account and see {$1400.00} was never taken out. Go to mortgage company website and see payment was reversed on XX/XX/XXXX. No notification received from company. Resubmit payment in full amount of {$1400.00}. I also email company to see why it was reversed and not processed with my bank. Company did not respond. 

XX/XX/XXXX : Payment posted as PAID for full {$1400.00} XX/XX/XXXX : Go to pay XX/XX/XXXX mortgage payment and see full balance of XX/XX/XXXX reversed and fullnamoint due. Verify no money was pulled from my bank account. Call bank to see if anything was attempted in the amount of {$1400.00} or via XXXX XXXX or Loancare in any amount. Bank tells me no, not in XXXX or XXXX. Then email mortgage company to follow up on last email and find out what is going on. I include screenshots. Recieve confirmation that they have received my email. 

XX/XX/XXXX : Receive email from mortgage company that says " We have received your recent inquiry regarding your mortgage account. Our records indicate that we have received your payment of {$1400.00} on XX/XX/XXXX and next payment is due for XX/XX/XXXX. '' I email mortgage company back that no money has again been taken out of my bank again, same as in XXXX. Check mail and have a letter mortgage company printed on XX/XX/XXXX to inform me payment was returned as " unpaid '' with a {$25.00} late fee. 

XX/XX/XXXX : Receive email from mortgage company " We have received your recent inquiry in regards to your mortgage account. Our records show that the payment submitted was done so using the incorrect bank information. Due to the incorrect information being used the payment is unable to be processed and comes back as returned. '' I login to mortgage online to verify bank account information. I can only see last 4 numbers, but they are correct. I delete bank account information in case it is incorrect. I update bank account information. I submit payment for full {$1400.00} then I email back to see why this wasn't communicated to me to fix the error. Check mailbox and recieved from mortgage company letter that states they have opened investigation and need 30 days letter dated early XXXX. 

XX/XX/XXXX : I email mortgage company to see why XX/XX/XXXX payment is showing PAID and XX/XX/XXXX payment is showing PAID, but nothing has come out of my bank account STILL. I ask how to resolve and get payments submitted and applied. 

XX/XX/XXXX : Submit another payment for {$1400.00} for XX/XX/XXXX. Submit another payment for {$1400.00} for XX/XX/XXXX. 

XX/XX/XXXX : Both {$1400.00} payments shows as PAID. 

XX/XX/XXXX : Check mailbox and receive mail from mortgage company dated XX/XX/XXXX that states they need XXXX more days to fully address my concerns for the investigation. Recieve mail from mortgage company dated XX/XX/XXXX that certified funds are required for payments for 6 months due to mortgage payments being returned. 

XX/XX/XXXX : Check mailbox. Recieve letter from mortgage company dated XX/XX/XXXX stating payment was returned as unpaid and return fee of {$25.00}. 

XX/XX/XXXX : Receive email from mortgage company for financial assistance help. 

XX/XX/XXXX : Check mailbox recieved letter from mortgage company dated XX/XX/XXXX. Says amount to bring loan current is {$4400.00} and have until XX/XX/XXXX. Another letter dated XX/XX/XXXX certified funds required for payments notice. 

XX/XX/XXXX : Receive email from mortgage company for financial assistance help. 

XX/XX/XXXX : Check mailbox and have letter from mortgage company dated XX/XX/XXXX. It is the investigation results. Notes that the funds to pay XXXX, XXXX and XXXX payments were a different bank checking account number than the current last XXXX attempts via online. These were returned by my bank as " can not locate ''. Payments submitted : XX/XX/XXXX acct XXXX XXXX acct XXXX, XX/XX/XXXX acct XXXX, XX/XX/XXXX acct XXXX and XX/XX/XXXX acct XXXX. ( NOTE : I've NEVER had any bank accounts with this information and had submitted my correct bank account information on 2 different occasions via online, triple checked on the second update ). I was informed that the mortgage company is in no way liable and will not update the credit reports and in order to pay the mortgage and bring it current to submit payment with a cashiers check via mail in the amount of {$4500.00}. 

XX/XX/XXXX : Check mailbox and recieve letter from mortgage company of returned payment as unpaid. And fee added of {$25.00} XX/XX/XXXX : Receive email from mortgage company for financial assistance help. 

XX/XX/XXXX : Receive email from mortgage company about an update to my mortgage account. No other information given. 

XX/XX/XXXX : Go to bank and get a cashiers check for {$4500.00} full amount for XXXX, XXXX and XXXX. Go to XXXX XXXX and pay for overnight and tracking to mail check. They have to send XXXX XXXX because address is a postal box XXXX 

XX/XX/XXXX : Confirmation of cashier check in amount of {$4500.00} delivered to Loancare XXXX XXXX XXXX XXXX California. 

XX/XX/XXXX : Email mortgage company that I've sent a cashiers check in full amount of XXXX, XXXX and XXXX balance of {$4500.00} like they requested after investigation, but it has not been posted. I attach all photo proof of cashiers check, withdrawal of cashiers check reciept, UPS reciept of shipping with tracking information and tracking confirmation from XXXX. Also submit complaint to the XXXX XXXX XXXX in regards to mortgage company. 

XX/XX/XXXX : Mortgage company emails and requests copy of front and back of check. I respond via email that I have attached the documents I have of proof. I recieve another email from the mortgage company stating that my request is not clear and to please state my request. I again respond via email with the information and photo documentation. 
I also email parent mortgage company to file complaint. Recieve mail to verify receiving my notice of error, response will be no later than 30 days. 

XX/XX/XXXX : I email mortgage company copy of Withdrawal Cashiers Check stub from my bank. I recieved response from mortgage company via email that they are opening an investigation and to expect to be complete by XX/XX/XXXX. Recieve another email from mortgage company that I need to submit copy of front and back of a " cashed check ''. I email back a copy of the cashiers check stub that the bank gave me. Parent mortgage company also emails back and requests documentation and is very defensive of mortgage company in response. I send a response with the requested information to parent mortgage company. They respond conformation and that an investigation will be open. 
Also call mortgage company and speak to XXXX. She tells me that since it's an open investigation with claim of payment no foreclosure process will be started. To pay future with XXXX since I can't pay online and worried about another check being lost. I tell her I'll pay March Payment on Friday via XXXX. And verify that it won't mess up anything with the investigation or XXXX, XXXX and XXXX payments. She confirms that to be accurate. I notice as I'm discussing the physical mail with her that the checking account information was NEVER correct even after I updated it the second time online. That something is seriously wrong on their end as these aren't even close to my account information. Interesting enough... both fake account numbers were the same information with the exception of the last digit. It is bizarre and I wouldn't even be able to input a number like that multiple times and on multiple occasions as it isn't even in the ballpark of my account information. I inform her that this is an since the XXXX. She refers me to open an investigation with their XXXX XXXX XXXX XXXX. She transfers me. I talk to XXXX at the data breach department. She informs me this is strange and not sure what to do. She gives us free credit monitoring access and opens an investigation on her end. Mortgage company also responds to BBB complaint with vague we will be investigating this response. 

XX/XX/XXXX : Receive email from mortgage company that another investigation has been open in regards to the missing cashiers check and to expect to be complete by XX/XX/XXXX. 

XX/XX/XXXX : Receive email from mortgage company that states : " The provided proof of payment is insufficient as we can not use customers copies. You will need to contact XXXX for the cashed check images. 
To research this request, we will need a copy of the front and back of cleared check/ money order in PDF format showing the payment. '' I GO INTO my local bank branch to request a copy of the front and back of the cashiers check. They inform me that the check has not been cashed and in order to get a copy of the cashiers check I would have to wait until the mortgage company cashes the check. I email mortgage company this information. I also explain that it is a " cashiers '' check and not a " cashed '' check to clear up any miscommunication. 
XXXX XX/XX/XXXX Mortgage payment for full amount of {$1400.00} via XXXX. 
Recieve a voicemail and email from a XXXX with mortgage company that info was forwarded for investigation from parent company and that an investigation is open and thanks for patience. I email XXXX back a thank you and proof of March Payment as well. 

XX/XX/XXXX : Checked mailbox and had a letter from mortgage company dated XX/XX/XXXX to acknowledge receipt of my notice of error request. 

XX/XX/XXXX : Wired money for March Payment still not posted. Fill out request to research. Recieve email from mortgage company to confirm. 

XX/XX/XXXX : Recieve email from mortgage company that says, " The received proof of payment is insufficient. Please provide us with an unaltered bank statement generated from your banking institution which displays your mortgage payments in a non-pending status. If paid by check or money order a front and back copy of the check/money order will need to be provided or if made electronically the proof of payment confirmation which includes the transmittal number. All proof of payment must be submitted in PDF format to move forward with your request. " I email back that I can submit the PDF for my bank statement once my bank generates one for the month of XXXX, as the end of XXXX is not generated on the XXXX statement. And to let me know what they need in the meantime. Also recieve email from mortgage company to confirm receipt of XXXX mortgage payment and applied it. 

XX/XX/XXXX : Receive email from mortgage company " We have reviewed your account information and are unable to complete your request. We are unable to due to non-sufficient proof of payment. Feel free to contact us if you have any further questions. Were always happy to assist you. '' I email mortgage company back that this is not acceptable and I've complied to all their requests and have been trying to pay since XXXX multiple ways. I expect : 1 ) Monies I sent applied to our mortgage to bring it current, in the full amount of {$4500.00}. 

2 ) Our credit reports to be updated to reflect no late payments since they started in XX/XX/XXXX 3 ) All late fees reversed starting in XX/XX/XXXX 4 ) Access reinstated to pay my mortgage payments online XXXX ) Correct Checking Account to be put on file to be able to pay mortgage online 6 ) Refunded for shipping cashiers check in the amount of {$51.00} 7 ) Refund for cashiers check fee in the amount of {$10.00} 8 ) Refund for wire transfer fee in the amount of {$58.00} Or I WILL TAKE LEGAL ACTION THIS WEEK. 

I email parent mortgage company the same email. 
I file a XXXX complaint with parent mortgage company. 
I file complaint with CFPB I research lawyers and firms.

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