Consumer complaint received 2019-07-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: KY

Complaint narrative:
To Whom It May Concern : I sent the following email message to my previous mortgage holder, Loancare, on XX/XX/XXXX and was assigned a ticket number of XXXX. 

" Hi! My name is ********** and you were, at one time, my mortgage holder. My loan number was **********. I have recently become aware of a discrepancy in my principle only balance. When I refinanced in XXXX, my loan amount was {$110000.00}. In addition to my regular monthly payments, I also made several extra payments to principal only : ( XXXX {$330.00} ) ( XXXX {$330.00} ) and ( XXXX {$920.00} ). This adds up to {$1500.00}. I am showing that I have paid a total of {$13000.00} since XXXX including the extra payments. My current mortgage holder says my balance is {$100000.00} and I am showing that it should be {$100000.00}. That leaves a discrepancy of {$670.00}. 

My current mortgage holder acknowledges the extra payment I made to them in XXXX of this year for {$920.00}, but said that they could not see the two extra payments I made to you ( Loancare ) in XXXX. When I add {$330.00} and {$330.00} together, it adds up to {$670.00}. That is, almost to the penny, the amount of the discrepancy. 

I have copies of my bank statements for XXXX in which I show those additional payments were withdrawn from my account by Loancare, one on XX/XX/XXXX and the other on XX/XX/XXXX. I am not sure what happened, but I would appreciate someone looking into this as soon as possible. My phone number is ************. I was told by one of your representatives to request a ticket number so I would like to do so. '' In response, I was sent the following message on XX/XX/XXXX asking for copies of bank statements showing that the funds in question had indeed been removed from my account. 

Dear Valued Customer, Thank you for contacting us. We have received your inquiry regarding your mortgage account. 

Once the payment has processed from your bank account, please, provide a full, complete copy of your account history showing the payment has been removed from your bank account ( not showing pending ), including the positive balance before and after the payment processed, and a copy of the front and back of the cancelled check, or transmittal form including the ACH trace number, if it was an electronic payment, to XXXX and your request to have the payment researched will be reviewed. 

I emailed copies of the statements requested back to Loancare on the same day, XX/XX/XXXX. Attached are copies of the statements for you to review. Since then I have emailed Loancare twice more trying to get some resolution, once on XX/XX/XXXX and again on XX/XX/XXXX. I have not had any response from Loancare since the request for copies of my statements which I sent them in XXXX. It has now been 9 weeks and I am hoping you can help me get some resolution to this. 

When I started this journey, I called and spoke to someone at Loancare, but was told I would have to either email or mail and request a ticket number, that this could not be handled over the phone. Quite frankly, I do not know where else to turn. {$670.00} may not seem like a lot of money, but it is to me. I am hoping that you can assist me. My phone number is ************ should you wish to contact me. 

Sincerely, **********

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