Consumer complaint received 2026-01-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: FL

Complaint narrative:
Improper escrow administration, wrongful assessment of insurance and tax charges, inaccurate delinquency and late fee assessment, failure to correct account errors, failure to correct and post payments made to principal and interest, negative credit reporting inaccuracies, and prolonged failure to resolve despite repeated escalations between XX/XX/XXXX through XX/XX/XXXX. 

Detailed Statement of Facts : I am submitting this complaint to formally report LoanCare , LLC and XXXX XXXX XXXX XXXX XXXX for ongoing mortgage servicing errors that began after a service transfer notice received in XX/XX/XXXX ( see attached ). The issue remains unresolved despite extensive efforts to resolve the matter directly with them. 
In XXXX, the mortgage company established an escrow account and failed to correct the payments made and closed it on a timely manner on my mortgage loan even though : My homeowners insurance policy was active with no lapse Property taxes had been paid Despite this, the mortgage company assessed insurance premiums, escrow payments, and additional charges that were not owed. As a direct result of not properly handling the escrow account, my account was incorrectly rendered delinquent, and late fees were automatically assessed. These late fees and improper posting of payments stem solely from LoanCare-XXXX servicing errors and should have been corrected once the escrow account was closed.

After escalating numerous complaints to the Resolution Department, the mortgage company later closed the escrow account, but it failed to remove the associated late charges and apply my payments to principal and interest, failing to fully correct the account. Below please find a table with a summary of the payments and the date I made them. I have also attached the payment history from Loancare-XXXX which reflect clearly how my payments have been incorrectly posted ( see attached ).

Failure to Resolve and Servicing Misconduct : Since XX/XX/XXXX, I have repeatedly contacted LoanCare LLC XXXX and escalated this matter through their customer service, escalation and resolution teams. I have been repeatedly advised that someone would call me back, which for 6 months did not occur. 

Recently, on XX/XX/XXXX I spoke with XXXX from LoanCares - XXXX Resolution Department, who promised a follow-up call within 35 business days. That call never occurred. I attempted again on XX/XX/XXXX and again I was unsuccessful. This pattern has persisted.

LoanCares XXXX repeated failure to resolve a known servicing error reflects systemic deficiencies in error resolution, communication, and compliance with mortgage servicing obligations. 

Consumer Harm : LoanCares - XXXX actions have caused : As of XX/XX/XXXX, improper delinquency status on this account Improper late fees Actual adverse credit reporting Significant time ( 6 consecutive months ) expenditure and emotional distress attempting to connect with an account supervisor that can correct this error Regulatory and Compliance Concerns LoanCares XXXX conduct raises serious concerns regarding compliance with : RESPA ( 12 CFR 1024 ) governing escrow administration and error resolution CFPB mortgage servicing regulations Fair Credit Reporting Act ( FCRA ) requirements for accurate reporting Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) standards Florida mortgage servicing and consumer protection laws, including oversight by the Florida Office of Financial Regulation Requested Regulatory Assistance and Relief : I respectfully request that the CFPB and the Florida Office of Financial Regulation : 1. Investigate LoanCare, LLCs and XXXX XXXX XXXX XXXX XXXX servicing practices in connection with this loan 2. Require LoanCare -XXXX XXXX remove all improperly assessed escrow charges, late fees and correct my account by posting my payments to principal and interest for the month of XXXX, XXXX XXXX, XXXX, XXXX, XXXX and XX/XX/XXXX. 
4. Require LoanCare -XXXX  to correct or delete all negative credit reporting related to this matter 5. Require LoanCare -XXXX to provide written confirmation that the account is current and accurate and in good standing after correcting the month of XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XX/XX/XXXX. 
6. Ensure LoanCare-XXXX implements corrective measures to prevent similar consumer harm 7. Take any additional regulatory or enforcement action deemed appropriate to prevent further consumer harm Conclusion : This issue has persisted for an unreasonable length of time despite repeated efforts to resolve it directly with LoanCare- XXXX causing personal damage and emotional distress. Regulatory intervention is necessary to ensure compliance, consumer protection, and proper remediation.

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