Consumer complaint received 2024-12-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: IL

Complaint narrative:
This is the third complaint about the same payments that were cancelled on LoanCare 's website. I cancelled payments for {$1200.00}, {$2400.00} and {$1200.00}. LoanCare attempted to withdraw these funds from my bank account after they sent me emails confirming that the payments were cancelled. They were successful in withdrawing the {$1200.00} and the {$1200.00}, but not the {$2400.00}. I requested that they return the funds for the three payments, before the {$2400.00} was declined by my bank. Once I realized that they were unsuccessful in removing the {$2400.00} that they should never have tried to remove, I called them and informed them that they didn't receive the {$2400.00} and to not return those funds to me. The representative that I spoke with said that they would only send me checks for the {$1200.00} and the {$1200.00}, that were actually removed from my account. On XX/XX/XXXX, I received checks for {$1200.00}, {$1200.00} and {$2400.00}. I also got 4 letters telling me that I was getting an NSF for the {$2400.00} that they were unable to remove from my account. When I checked my account, I did indeed have a {$25.00} NSF fee for their deceptive activities. Further, they reversed 3 previous payments, 2 that were principle only and 1 that was my regular monthly payment. Then they credited back the funds minus the {$2400.00} that I told them not to send me in the first place all to principle. I was never notified that they stole {$2400.00} of paid principle from me. Now, it is up to me to correct their error by paying the {$2400.00} back to them again. Further, if I hadn't decided to make the {$2400.00} payment and hadn't looked at my account to see that they removed my regular payment, then I would be getting a late fee. I had every expectation to believe that my monthly payment was made. I have not received any communication from LoanCare about these additional actions that were taken on my account behind my back and without my consent. Additionally, they are charging my interest on the {$2400.00} until I return to them the funds that I asked them not to send to me in the first place. I acted ethically with them to make sure that I only received back what I was owed and nothing more. They have acted unethically and deceptively at every turn. When I cancelled the payments online, they could have sent me an email that said, " We are unable to cancel your payment at this time ''. Instead, they chose to send an email that said, " You are all set. Your payment has been cancelled ''. That was deceitful. Then, they could have not sent me the check for the {$2400.00} that I told them I didn't receive and they told me they would not send me. That was another deception. Then they reversed my payments and credited them back in a different application without ever informing me, the consumer. Again, a deception intended to materially harm the client.

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