Loan Care Mortgage Complaint

Loan Care Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Texas

LoanCare became the mortgage services company for my existing loan, to be effective -/-/2016. LoanCare provided no correspondence prior to the due date. I received a letter from the old mortgage company, and submitted payment to the address on the letter so I would not have a late payment. I confirmed with my bank that the payment went through -/-/-, and resubmitted it -/-/-. Each payment was for $3800.00. On -/-/- I received a statement stating no payments had been received since -/-/-. I called customer service after checking with my bank, and advised them I had proof of payment. I was told that I need an electronic statement from my bank, but - - told me that the proof of payment I provided was all that could be submitted. It was determined that the account number which I had on my payment was the incorrect account number and my payments were credited to someone else 's account, but LoanCare refused to make the correction at that time. The representative told me " How can we be sure you did not mean to pay someone else 's loan instead? ". To be clear, my account showing was past due for


stating they did, treating me as if I am a liar. I have all of the call logs through - and they never called once. I was told I would receive a phone call to confirm that the issue was resolved, but they never called me back. I was assured by Customer Service Rep - # - that this would not be reported to the Credit Bureaus, but I learned on Sunday, after having my credit limit dropped by -, that in -/-/-, they have reported my account as 60 days past due, and that has resulted in my score dropping from - to -. This has an immediate and very serious impact on me and my husband and it is through the carelessness of LoanCare. Furthermore, when they made the adjustments to my account, I do not believe they appropriately adjusted the interest and they are over charging me for 60 days on $330000.00, even though they were in receipt of those funds on time. Additionally, I have provided my contact information multiple times and it still does not appear on my customer profile. This is negligent and increases the likelihood that this type of problem exists for their customers.