Consumer complaint received 2020-12-17
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
As part of the CARES Act, I requested to have my mortgage payments postposed due to impacts from the Corona virus. I was in forbearance starting in XXXX but was still making partial payments when I could. In XXXX, I notified LoanCare that I was able to remain normal payments and applied for a partial claim. I was approved for {$2200.00}, which is essentially 2 months worth of payments. I got the documents they requested notarized and sent back w/in 30 days, like they requested. I was advised on XX/XX/XXXX that the partial claim was approved and the {$2200.00} would be applied and my next payment would be due XXXX XXXX, XXXX. I made my XXXX payment on XX/XX/XXXX for {$1100.00}. This is when I started to get notices that my account was past due, so I called and Customer Service told me that everything was ok and to disregard the notices. It may take 30 days for the partial claim to update. I continuously checked my account and the {$2200.00} that was approved for the partial claim was never applied to my account. I called weekly, sometimes twice a week and was told the same thing, " Check back next week. '' " It is still processing. '' At this time, it is well past 30 days from when I was approved for the partial claim and my account was still not updated. I decided to make my XXXX payment early on XX/XX/XXXX because I was advise by multiple reps that my next payment was due on XX/XX/XXXX. I make all my mortgage payments early. XXXX comes around and I make my XXXX payment on XX/XX/XXXX for {$1100.00}, which included a late fee of {$27.00}. I was told that I would not be accessed any late fee 's while technically still in the " forbearance period. '' I called on XX/XX/XXXX and requested to have a call back from a Supervisor. XXXX ( XXXX XXXX from Arizona ) called me back and told me that he will investigate and call me back. He said he would call me back by XX/XX/XXXX, before XXXX. Never received a call back. I call back on XX/XX/XXXX and spoke to XXXX. He was finally able to tell me that because I made my XXXX payment in XXXX it threw their system off and therefore I would have to call back and speak to someone in Loss Mitigation. The dept was closed during the time I called. All this time in between, I received over 10 correspondence about my account being past due and in jeopardy of foreclosure if I did not make a payment of {$2200.00}, the amount my partial claim was approved for and each and every rep that I spoke to told me the same thing, still processing. I call back on XX/XX/XXXX and talk to XXXX in Loss Mitigation. She tells me that she see 's the issue and spoke with her Supervisor who submitted a ticket to escalate the problem and get the partial claim applied to my account and to apply it for XXXX and XXXX because the payments that I made in XXXX and XXXX, which should have been for XXXX & XXXX, are applying to XXXX & XXXX payments and my next payment will be due XX/XX/XXXX. She tells me they will get the partial claim applied for XXXX & XXXX so it will bring me current, even thought I'm technically not late. She advises me to call ack on Friday, XX/XX/XXXX b/c it typically take about 4 business days to complete an escalated ticket. I call back on Friday and spoke with XXXX. She tells me that the ticket is still open and it looks like there was no activity as far as anyone working on the escalated ticket and she submits another escalation. Again, I was advised to call back the following week. I call on XX/XX/XXXX and spoke to XXXX. She again tells me that the escalation ticket that was only supposed to take 4 days is still open and this time she has emailed a Supervisor in Loss Mitigation to try and get this issue corrected and the partial claim amount applied to my accounts b/c at this time, it is still showing 2 months past due. And again, to call back in a week. So here I am, another week later and still NO resolution. My account is still showing past due and the certified letter stated that if I do not bring my account current by XX/XX/XXXX, I will go into foreclosure. 

I have never been in a situation where I've been given the run around for so long, months! It has been over 2 months, countless phone calls and still no solution. To get multiple letters stating that I will go into foreclosure if I do not make a payment that my mortgage company was supposed to apply to my account and correct is very frightening, especially when I have a family that I provide for during this unprecedented time. The lack of follow up and willingness of representatives that I have spoken to is unreal. Where is the service to the customer? Why have I been told from a Supervisor that he will look into the issue and call me back but there was never any follow up. Why hasn't anyone taken initiative to follow through? I am very disappointed in the unprofessionalism and lack of service I have been given.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation