Loan Care Mortgage Complaint

Conventional fixed mortgage Loan servicing, payments, escrow account

Loan Care Mortgage department,

Conventional fixed mortgage Loan servicing, payments, escrow account North Carolina

I refinanced my home in -/-/- with -. The collected taxes due - $1800.00 - were to be paid from the closing proceeds. They also collected $600.00 initial escrow for making my homeowners insurance payment which was due in -/-/-. Before I could make my first payment, the loan was sold to LoanCare ( a - company ). Everything seemed fine until sometime in -/-/2017, I received a notice that my homeowners policy has been cancelled due to no payment received. After a call to LoanCare, they made payment to restore my insurance. It was at that time, I noticed my escrow balance was in the negative by over $1000.00. I was unsuccessful getting any explanation from LoanCare, so I contacted - to insure my initial escrow balance was transferred, which it was. I confirmed that with LoanCare later. It was at this time ( probably -/-/- ), I was informed that LoanCare had paid my tax bill in -/-/-. So I subsequently called the - County Revenue Dept and they confirmed they had received two tax payments ( one in -/-/- from the closing proceeds and another - in -/-/- from LoanCare ). They further informed me the duplicate payment had been returned to LoanCare on -/-/2017. I called LoanCare again ( this was about two weeks ago after I received my statement still showing a negative - escrow balance ). The " customer service '' rep informed me their escrow payments are processed by a 3rd party who could not be contacted but that it takes 30-60 days to process returned payments. They could n't provide a contact at the 3rd party nor could they confirm they had even received the returned payment. Their website does n't provide escrow balance information so I can not confirm if it has been processed yet ( 60+ days later ). I also emailed their customer service department to request this be resolved and with the additional request that I take control of making these payments since they are so inept. No response.

Loan Care customer in North Carolina
Mar 12, 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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