Consumer complaint received 2019-11-13
Company: LoanCare, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I ran into a financial hardship back in XXXX 2019, at that time reached out the Lender to ask about options to get back on track. They didn't offer any options because I was not 30 days behind. 
The lender has not called me directly when the loan got behind to discuss options, only robo automated messages and send a loan modification application. 
Completed the loan modification application XX/XX/XXXX, that is the only thing thing they made available, sent in the paperwork numerous times, they continue to ask for paystubs, but I don't have paystubs because I'm XXXX XXXX. I also signed a XXXX  in the package so they have access to pull my transcripts and see that there is no w2 income, only self employment. The lender asked for the same documents over and over, since a few times, called and make sure they go it. I called and emailed numerous times, see attached documentation. Waiting for the loan modification results. They called XX/XX/XXXX, ask for a P & L sent that over ( never received a letter or email on what is needed ) I sent P & L 3 times faxed and emailed. While waiting on the modification status, I made a mortgage payment XX/XX/2019 ( I'm trying to do the right thing with the mortgage just need help ) I only made 1 payment because I didn't know the status of the modification, or whats going on in the loan. I have not received any update on the loan modification application being received, in process nothing. XX/XX/XXXX I get a notice on my credit report monitoring that a foreclosure has been added to my mortgage on XX/XX/XXXX. ( Have not received any letter from Lender stating they are returning mortgage payment or why ) I Called the servicer, they lender sent the mortgage payment back on XX/XX/XXXX and referred the file to Foreclosure. I have not received any collection calls asking for a payment, Even when I have called the servicer/lender they never ask if I can make a payment. I made payment on my, because I didn't know what else to do. I have not received any notice about the modification application being complete. I have not received any Loss Mitt correspondence. Only when I called servicer to ask why its in foreclosure did they get me their attorney to get a re-instatement amount. The Servicer violated the Federal loan Modification guidelines, the loan should NOT have been sent for foreclosure XX/XX/XXXX or XXXX ( not sure of the exact date ) when the modification application was submitted XX/XX/XXXX PLUS I made a payment. They rejected my payment to put me further behind and send me into foreclosure. The Servicer is still requesting ( via email and phone, nothing in a mailed letter ) the same modification documents that I've already sent a few times. I respond to the emails right aways and the Loss Mitt processor never responds to my questions. 
Yesterday I called an attorney, however I will have to spend {$1500.00} for the attorney to process the loan modification, which I have the money and mortgage payment, however that money can be going towards paying the mortgage. 
***Attached is the sent email logs, over all the emails to the servicer ***Attached is the phone log, I answer every call from the servicer and its just a robo auto message ***Attached is the call log of when I have called the Servicer/lender to discuss options ***Attached is the receipt of Mortgage Payment made on XX/XX/2019 they would not accept and sent back but I didn't get notified. ( If I would not have go credit monitor alert, and call the lender, I would be in the dark about everything and my money would be in lala land ) ***Attached is the email from me submitting the additional requested documentation XX/XX/XXXX, and still have not heard anything in writing that it was received etc or the application is in review. 

**I also printed down the entire copy of everything I sent to the lender and sending it certified mail, AGAIN as double duty which will cost me money. 

The servicer didn't follow anything listed in the 1024.41 Loss mitigation procedures. Servicer said in their own email, " Once all items have been received, I will be sending you a confirmation email and also provide a brief explanation of what will occur next '' >>>> I Never got any confirmation email, and I emailed the requested documents within 2 hours XX/XX/XXXX TWICE!!!! 
Loss Mit Process never responds to ANY of my questions in the emails.

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