Consumer complaint received 2023-03-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: OH

Complaint narrative:
I am begging for someone to help me. I need help desperately with Loan Care. I went through XXXX XXXX and they use Loan Care for their mortgages. This issue has been going on for almost two years and I can not get any help. When I re-mortgaged with XXXX XXXX, I was set up for automatic payments to loan care. The first few payments went through no problem. Then a few months later, I noticed I had a lot of money in my account. I investigated my account and figured out that Loan Care stopped taking out my mortgage payment. I contacted them immediately ( about XXXX of XXXX ). I was told that I had to pay XXXX to catch up before they could take another payment from me. I told her I do not have that kind of money, but could pay a few months. She told me I had to pay the XXXX, first. I then found a company called XXXX XXXX XXXX and spoke worked with XXXX. I was told while they were working on fixing the issues that I would not be reported to the credit bureau ( which they did ). Finally in early fall everything was in place for me to start making my payments. I decided to pay through my bank since the last time they made the error and stopped taking out the money, mind you they never called or emailed me to inform me of the issue. So I made the XXXX and XXXX payment ( XXXX ). In XXXX ( XXXX ) I made another payment. I noticed that the payment was returned. I called my bank and they said that Loan Care put the money back in my account. I called Loan care and was told that I did not need to make payments yet. I told her that I made one in XXXX and XXXX with no problems. Why is there an issue with a XXXX payment. She said to make the payment in XXXX when they start. I did make my XXXX payment and XXXX payment ; they now have reported me again as no payment and charged me fees! I wrote them a letter to try to get my credit report fixed and to get my fees back! It has been almost three months and they keep giving me the run around. Last week I sold my house and the re-mortgage was for XXXX, at closing they took XXXX plus extra from me for all the fees and missed payments. I am very confused how they can keep doing this! I now can not rent a place to live due to the fact they have reported me as not making payments for over a year! I need help to get my credit clean up as well as get my money back for all these missed payments that are NOT my fault. Please help me. I recently read reviews of this company and so many people have issues with them. Please help me so we can stop them for doing this to others. I am at a loss at this point. I am so irritated that companies can do this and get away with it. I have owned XXXX homes and have NEVER missed a mortgage payment. This mess is totally their own doing and not one time have they reached out to try to contact me to let me know there was any issues. Please help me!

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