LoanCare incompetent, unwilling to own their mistakes, destroyed my credit Virginia Beach, Virginia

In November 2015 my wife and I closed on a new home. We received a mortgage through Summit Funding, which was serviced by LoanCare. In January it came to our attention that we had not received any form of mail, phone call or email from Summit Funding or LoanCare. No statements or anything relating to our mortgage.

We spoke with a lady at Summit Funding and she told us that our mortgage was 30 days past due and that another payment was due at that time. I explained that we never received any sort of statement, email or phone call telling us that our payment was due. She directed me to LoanCare, so I called them.

The LoanCare representative insisted that we had in fact been receiving statements, past due notices, phone calls and emails warning us of the situation (he was was quite rude and not interested in hearing that this was indeed not the case). Of course I immediately made the payments but was told that my credit report now reflected a 30-day late payment. I asked the rep to tell me what phone numbers he had on my file and he read them to me. Neither of the numbers were ours, and one was a toll-free number. The email address was correct, although I had never received anything from them via email. He offered no apology but said he would change the phone numbers.

We went back to our email to see if we somehow missed a notification telling us payments were due. Nothing. In fact, the first contact I had from LoanCare via email was in February after I decided to register with their website.

Then in MID-FEBRUARY we finally received a piece of mail from LoanCare containing a statement with a due date of January 19th, with a note attached reading: "Please find enclosed your January statement. This statement was scheduled to be mailed in January, but the mailing was unfortunately delayed as a result of a programming error with the print vendor. We sincerely apologize for the delay in mailing this notice...

Obviously the ball was dropped on their end from the start and they are unwilling to acknowledge it. We still have not received a statement for December, which is the payment they reported as 30 days late.

We have been insisting that the blemish to our credit report be removed yet after repeated attempts LoanCare refuses. We have provided them with the evidence that the error is theirs but they do not seem to care.

I have all of the documentation to back the statements I've made above. Hopefully this process will result in a correction to our credit report. 

I submitted a formal complaint through the Consumer Finiance Protection Bureau. LoanCare responded with many inaccurate statements and refused to make a change to our credit report. The representative states that, "The delayed statement was for your February 2016 mortgage payment."

The delayed statement that I provided clearly says: "Statement Date: 01/19/2016", and below that, "Payment Due Date: 01/01/2016". This is the first communication that was ever received at my address and it arrived in February. They attached a December billing statement that was never mailed to me.

I never received a phone call. I never received an email. And despite LoanCare clearly blundering the one statement I did receive, and then blundering the response to my complaint, they will not take ownership of the mistakes.

What I am asking for from LoanCare is simple. Acknowledge that just maybe your company screwed up, and that you are punishing good people for your mistake. Then fix our credit report.

I will begin addressing this through legal channels if this dispute goes unresolved. My family will be irreparably harmed by this black mark on our credit report. It is well worth my time and money to resolve this through the court system. While doing so my wife and I will make it our life goal to share this story online anywhere Summit Funding, LoanCare, or any lender using LoanCare are mentioned.

I have the documentation that shows that fraudulent phone numbers were used when processing my mortgage. I have the phone records and email records to show that no one from LoanCare ever attempted to contact us. I have the one statement that was mailed late, and I have the response from LoanCare trying to say it was for a different month than was shown on the statement. Considering all of this I'm fairly certain that I will get my credit report corrected in the end. The question is, how much pain will LoanCare put me through before they are forced to correct it?