Mortgage -- Trouble during payment process -- Complaint #18127704
Complaint Overview
Complaint ID: 18127704
Company: Loancare, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: California
ZIP Code: 92591
Date Received: 2025-10-21T12:00:00-05:00
Date Sent to Company: 2025-12-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
When we purchased our property in XXXX of XXXX, XXXX XXXX was our mortgage company. They brought it to our attention that there was an unpaid property tax on our property that the previous owners never paid. I notified the county and the issue was no longer ours to deal with. In XX/XX/XXXX, XXXX XXXX sold our loan to XXXX XXXX XXXX. They had sent us a couple letters about our delinquency on this property tax. In which I called them to clarify that it was the same issue from previous. I emailed them on XX/XX/XXXX after receiving another letter, informing them to not pay this on our behalf as it was not ours and the title company was in the process of paying it. On XX/XX/XXXX, I spoke with them on the phone to reiterate not to pay it, where they noted it on our account. They informed me to submit a letter online for documentation, which I did same day. On XX/XX/XXXX, they opened an escrow account for our property and paid the tax bill despite all these steps and without authorization. Leading us to now have to have the title company cancel their check, and significantly messing up our refinance. As it shows we owe them money for a bill they paid on our behalf, that was not even our bill in the first place. We have talked with multiple people on the phone who have admitted to seeing the note in our account that says not to pay the bill and they paid it anyway. They have offered no resolutions to trouble shoot this problem with our refinance despite their major error. Leaving us to have to pay the property tax bill online ( even though they already sent in a check ), wait for them to get reimbursed through the county, to then reimburse us, in order to close on our refinance.
Frequently Asked Questions
What is Complaint #18127704 about?
Complaint #18127704 was filed against Loancare, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-10-21T12:00:00-05:00.
How did Loancare, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Loancare, LLC?
Yes, visit the Loancare, LLC company profile at readthecomplaint.com/company/loancare-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.