Consumer complaint received 2026-03-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: PA

Complaint narrative:
I am filing a complaint regarding inaccurate reporting of my mortgage payment. My mortgage servicer reported a late payment to the credit reporting agencies even though the payment was sent and received by the company. The funds were placed into an internal unclaimed funds or unapplied account rather than being properly credited to my mortgage payment. XXXX admitted by XXXX on XX/XX/. Please ask for the recording of the phone call where he said sorry for putting it there he did not say that it was 100 % but his tone and demeanor is well. The entire phone call was apologetic and friendly. It led me to believe in 14 days. My credit would be restored it currently sits between a XXXX and a XXXX and all three burrows and I was normally at a XXXX score. This is not the first time they have done this to me due to their era and even though they did recover my score back in XXXX I believe it was or XXXX the time lost was never recovered. As now XXXX trying to refinance. The rates are as low as theyve been since Covid but I cant do anything and are getting treated like a second class citizen, but theyre refinance department based on my current score. .. when I was told about the escrow shortage because I had no previous knowledge of it. I paid it as prompt as I possibly could and therefore everything shouldve been back up to par and they also credited me back the late fee. But then in 14 days, everything starts going off on every email I have and I see that it has been reported 30 days late everywhere and it has alarmed me and consumed me for two months now back-and-forth back-and-forth and with two decisions saying that they couldnt help me and now the third one pending, but still no resolution in sight they also said I would be appointed a loan counselor which I will speak to just one person so I would never have to call back and be on hold for half an hour at a time and thats never happened. Ive never spoke to the same person twice in three months now. Again this time lost seems like it would never be given back to me and all I am doing is pleading for your help at this point. I have never been late on a payment in any credit situation through my delinquency in my entire credit history. Because the payment was already in the possession of the mortgage servicer, the reporting of a late payment is inaccurate and misleading. This error has negatively affected my credit report with the consumer credit reporting agencies, including XXXX, XXXX, and XXXX. I have always paid my payments in the middle of the month, which they are fine with because they are not late since I only get paid once a month. Also, my creditworthiness has gotten me a business platinum card from XXXX XXXX and I take my credit very seriously and Im proud of it. The way I was alerted that my payment was 30 days late on my email and everywhere I shouldve been conveyed that way when the escrow powers went up because I have signed up for tax alerts which I have provided, but I have never received one from this company. Actually, I told them to text me and not call me which they have never followed through with so I just accept the calls because thats the only way Im gon na hear from them. I am requesting that the mortgage servicer correct the reporting immediately and remove the inaccurate late payment from all credit reporting agencies. I also request written confirmation once the correction has been made. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, PA XXXX No Loan, XXXX and XXXXXXXX XXXX XXXX number XXXX

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