Consumer complaint received 2021-02-16
Company: LoanCare, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Dear ...., Im writing to you to express my frustration dealing with with LoanCare about my mortgage forbearance. I contacted them before XX/XX/XXXX. At first they asked me to send my SSN, 1040, W2, and 4 pay stubs. I sent everything to them by mail. From this point, I was calling them at least once a week and got the same answer you have to wait and call back. On XX/XX/XXXX they said that they received my mail with the paperwork, they are reviewing it and I have to wait and call back. Thats what Ive been doing. Ive been calling back again and again and I always get the same answer wait and call back. On XX/XX/XXXX they surprised me by saying that my 1040 tax is not signed. I told them that I sent them whatever IRS sent me. I signed it and sent it back to them. I called and then they told me your pay stubs expired. So, I sent new paystubs. I was asking them if they can move the 90 days from the forbearance to the end of the mortgage term. This went on for three months. They did not give me any answer and when I wanted to start paying my mortgage again they said my case is still being processed. They said that I have the right for 6 months. I called again and again to check whats going on. On XX/XX/XXXX, I told them again that I want to start paying my monthly payments. They said to wait for development in my case. On XXXX XXXX they told me that my case was denied because I have good income and I can pay all months and I do not need forbearance. They had blocked my account for submitting payments. On XX/XX/XXXX XXXX I asked when they will unblock my account so I can resume paying. They told me your case was denied because of your low income and you will not be able to pay in the future. The house will be set as pre-foreclosure. I said that I can pay just open the access and they said to call back so I can be redirected to a different department. Now Im getting a lot of mail from them for the preforeclosure. I called back and each time I get a different excuse. I dont understand whats going on. Im the only provider for my family. Because of the pandemic schools were closed so my wife cant go to work. She stays home to take care of my XXXX years old daughter. I contracted XXXX and missed time from work. Eventually my wife and my daughter got infected as well. This has been such a stressful experience. I was asking for the original 90 days of forbearance offered. Because of the epidemic everything was so backed up so they pushed it to more than 6 months. I asked to pay. They refused to give me access to my account and each time I called them they gave me a different excuse. I feel like they are postponing everything for a reason. I speak with an accent but Im an XXXX citizen. Many citizens are struggling with their finances because of this pandemic. Im not the only one. The government created the Cares Act for a reason but it appears that this company doesnt want to follow it. My account is blocked and I have to start to paying my mortgage. I hope you can help me with this situation. 
Sincerely, I called him today 3 times each call I have deferent information they close my account

Company response to consumer: Closed with explanation