Mortgage -- Trouble during payment process -- Complaint #4596647
Complaint Overview
Complaint ID: 4596647
Company: Loancare, LLC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Maryland
ZIP Code: 20748
Date Received: 2021-08-02T12:00:00-05:00
Date Sent to Company: 2021-08-02T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX LoanCare drafted a letter stating that I must change the account number that I am sending my payment to in order for my account to be properly credited. I did not receive the letter until the end of XXXX and XXXX 's payment went to the old account number. They did not credit the payment and I have called 6 times without getting any resolution. They have never returned any of my phone calls. The customer resolutions department is typically closed during the posted hours. The last response I got after calling customer service is that they never received any proof from me that any payments have been made. The last correspondence they have on record as being sent to me is that I need to send them proof of payments to which they have never received a response. They deny ever sending a letter stating that the payments were being sent to the wrong account number, but said that the note states that I called and told them that my bank was sending the payments to the wrong account number. They first stated that missing payment was returned to me because I'd called and asked for it back. They had no documentation to support this and when questioned by Department of Veterans affairs they changed their story. The next story is that the payments were being sent via regular mail and taking and they had no control over how long it took to get them. When proof was provided that the payments were made electronically. The third story was the wrong account number. On Friday, XX/XX/XXXX, I spoke with Arial in customer service ( she said she was a manager ) and I was told that there is no record of any of that, the only communication they have ever sent me was to provide proof of payments which they never received. I called customer solutions on XX/XX/XXXX twice but was unable to connect with anyone, I left messages. I called three times in XXXX and left messages for someone in customer solutions. I did speak with customer service who told me that they would leave a message for someone to call and follow up, and also that the notes did not have dates so they could not tell what the dates were from the other times I tried to contact them or the date of the notes entered. In XXXX and XXXX I was calling with a third party verifying the payment information on the loan and they reported the loan as 30 days past due and stated they would be sending the information to the credit bureau XX/XX/XXXX.
Frequently Asked Questions
What is Complaint #4596647 about?
Complaint #4596647 was filed against Loancare, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-08-02T12:00:00-05:00.
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.