Consumer complaint received 2018-05-01
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Submitted file for short sale consideration with XXXX on XX/XX/XXXX. Was told to standby while it was reviewed. I followed up multiple times and then on XX/XX/XXXX I was told that the file was service released to LoanCare and that the file was released XXXX. After reaching out several times to LoanCare and being told the package was not transferred from XXXX, on XX/XX/XXXX I resent the package. I called again on XXXX and XXXX with no updated available but was told to resend the documents because they were unable to find them all. I resent the short sale documents again. Called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and was told that the documents were not uploaded yet. I resent documents on the XXXX but those were also not visible. On XX/XX/XXXX I called and was told that the documents were there but could not be opened by anyone besides Loss Mitigation and that they would follow up if anything is needed. I called to follow up every other day and sent over more documents. XX/XX/XXXX and XX/XX/XXXX I called out and was told that there were no notes on the file and to call back in 5 days. XX/XX/XXXX called out and was told that there was a processor assigned but no notes on the review. Called again XX/XX/XXXX and was told that they are very busy with the service release so they did not perform in the 5 days promised. XX/XX/XXXX Called out and was told that a Processor was  assigned and was given a name but there were no notes. XX/XX/XXXX I called out and there were still no notes so I requested a manager and was transferred to his voicemail. I left a voicemail. XX/XX/XXXX Called out and was told nothing was needed at this time but requested an escalation again. Was told I would receive a call in XXXX hours. XX/XX/XXXX called out and was told the file was under review. XX/XX/XXXX called out and was disconnected but called back and was told that LoanCare can not touch the XXXX files until XXXX gives them clearance to do so. Called XXXX and was put on hold for 30 minutes before I hung up. Called XXXX and was told that XXXX has 60 days to submit their documents to LoanCare and although they have our submission, they needed documents from XXXX. XXXX called out and was told that the file was in bankruptcy and I needed to resend all of the short sale documents again. I did so. Called XXXX and was told that a new processor was assigned that day. Called XX/XX/XXXX and was told that no one was assigned and the person who was on the file before was in charge of assigning people but was not working on the file. Called XX/XX/XXXX and was told that LoanCare could not assist us because they were just the servicer and that file was closed. They provided me the number for XXXX again. XX/XX/XXXX called out and left voicemails for two previous contacts on my file. Still never heard from the previous manager. XX/XX/XXXX I called out and was being helped but then dropped into a voicemail so I left a message and asked for a call back. I called right back and was told that the file was being assigned to the gentleman whose voicemail I was given before. The rep told me he flagged the file for supervisor review and sent emails to the supervisor and point of contact to reach out to me. XX/XX/XXXX Received a call from the man who I left a voicemail for and he told me to send more bank statement so I did the same day. XX/XX/XXXX called and was told that no one was assigned and the file would not be reviewed because it is a 2nd lien. Was transferred to a team lead at my request who said they do not do short sales on 2nd liens without approval from the 1st. I already had approval on the 1st so I send that over while on the phone. I left voicemails for the Team Lead and Loss Mitigation Manager again for help getting movement on the file. No one ever called back. XX/XX/XXXX called out and was told that LoanCare was still awaiting information on how accounts were to be handled from XXXX and what options were available for clients in distress. Was told that the manager of the department said they received servicing information from XXXX that day and to call back in 5-7 days. XX/XX/XXXX called and was told the file was with the underwriter being reviewed and to call the next day. XX/XX/XXXX called and left voicemail requesting update. XX/XX/XXXX sent emails to the manager of the department asking for assistance. XXXX called out and requested a supervisor, supervisor was available but wouldnt speak to me. Was told the supervisor said there was nothing he can do on his end to help. They are just servicing the file and to contact XXXX for help with the short sale. XXXX also called out and asked for calls back from the managers and was given a phone number for XXXX but when called, it was a travel agency. I called XXXX myself and was told that they could not help because LoanCare is the servicer and I would have to call them short help with the short sale process. At this time we still have no movement and no managers have called back to assist. At this point the approval letter from XXXX is expiring.

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