Loan Care Mortgage Complaint

Conventional fixed mortgage Loan servicing, payments, escrow account

Loan Care Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account Georgia

My mortgage loan was transferred from - to LoanCare, LLC in -/-/-. At that time, I sent a letter to LoanCare, LLC and enclosed a copy of my -/-/- property tax bill which was due in -/-/- ( - ) and -/-/- ( - County ) as well as a copy of my insurance policy and my bank information so they could begin auto-draft of my mortgage payments. LoanCare, LLC failed to pay my property taxes from my escrow account and on -/-/-, I received a Notice of Intent to Issue FIFA from the - County Tax Commissioner. I immediately contacted LoanCare, LLC and emailed the customer service email regarding the need to pay my property taxes immediately to avoid having a lien put on my property. I attached a letter as well as the original tax bill and a copy of the Notice of Intent to Issue FIFA. I was never contacted by LoanCare, LLC and have called five ( 5 ) times and spoken to several different representatives and one ( 1 ) supervisor who promised to call me back yesterday evening with information. She did not call me. I sent a letter to - -, President of

has contacted me as of today, -/-/- at -. I have researched the federal register pertaining to this matter ( 12 CFR 1024.17 ) and it states that the servicer must pay the disbursements in a timely manner, that is, on or before the deadline to avoid a penalty, as long as the borrower 's payment is not more than 30 days overdue. LoanCare, LLC had no problem processing the auto-draft to receive my payments each month. They did have a problem processing payment of my property taxes from my escrow account. In my letter to the President of LoanCare, LLC, I stated that errors do happen - I understand that. What I do n't understand is why no one has been proactive in contacting me ( I 've initiated every written and verbal communication ) and why they have n't been able to process payment of my property taxes within 10 business days. I was told by one supervisor that the payment is being processed and would be paid by this Friday, -/-/- and she would call me when it 's been initiated. I asked for an email stating that but have received no written confirmation. I have no confidence that this will be done. Yesterday, when I spoke to the supervisor who said she would call me last night ( and did n't ), I told her they need to send my property tax payment in an expedited and tracked method and I wanted the tracking number to confirm the tax commissioner receives the payment prior to -/-/- - the date they are going to issue a lien on my property. I told her this was very - for me and causing -. She said she has a house and understands the situation and would call me within two hours. As stated above, I did not receive a call last night and have not received a call yet with status update. This is unacceptable but I am at their mercy in this situation. I only hope they will pay my taxes in full and on time or I will have to pay them myself so my credit is n't damaged. Then, I 'll have a different battle to fight - trying to get LoanCare, LLC to reimburse me!

Loan Care customer in Georgia
Feb 23, 2017

* Source: CFPB Complaint Database

Loan Care response to complaint:
Closed with explanation

Consumer disputes how Loan Care handled their complaint

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