Consumer complaint received 2023-10-20
Company: LoanCare, LLC
State: OH
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
Approximately 3-6 months prior to the Pandemic, I was having difficulty paying my mortgage online and couldnt find out why. I had to call Loan Care and they didnt know what happened when they were the ones that blocked me from paying online. They didnt tell me that I would have to get a Modification Loan after the Forbearance. They waited to tell me months later. When the forbearance was getting close to being done, they started sending me paperwork for the Modification Loan. Then they blocked me from calling in to pay the monthly mortgage payment. They fixed the problem for about 2 months, and then it happened again 2 months later. Then the Pandemic hit and I was going through some hard times. I was in Forbearance during the COVIG-19 pandemic and received an extension. Loan Care did not tell me that I would have to have my ex-husband to sign the Modification Loan when the forbearance ended. They had me to sign the Modification Loan by myself without my ex-husband because he had signed a quit claim deed. XXXX told me that a quit claim deed would fix the problem and I would not need my ex-husbands signature. I sent that in and they said it had to have his signature on it despite the Quit Claim deed and they just returned another Mod Loan with both of our names and would not accept it without his signature Every time I called Loan Care, I got a different customer service agent and got a different answer. During the whole process of attempting to get a Modification Loan, my loan went more and more into Late Status. The customer service agents refused to allow me to make my mortgage payments as scheduled. After each phone call, they would explain that they would send me a new Modification Loan papers and I needed to fill them out in front of a Notary and Overnight them back in the XXXX envelope. Each time, the Modification Loan papers had my ex-husbands name, XXXX XXXX XXXX on it and it said, husband and wife. I explained that I dont even talk to him and since the divorce on XX/XX/XXXX, I asked him to sign it and he refused. After sending me approximately 30 Modification Loans, they did send one with just my name on it and I signed it in front of my Real Estate Agent, and she was a Notary and Notarized the whole loan and I overnight the loan via XXXX  to LoanCare. This whole time of back and forth with loan papers I could not get sign. The above agents and there had more told me they can not take any mortgage payments and had even cut me off from making them online. and if I send it in they will send the money back to me. So, I got behind on my VA Home Loan again. The VERY PURPOSE OF THE FORBEARANCE WAS FOR ME TO CATCH UP. 
Additionally, the second month that HAF XXXX XXXX XXXX XXXX sent paymets to Loan Care, they were sending the wrong amounts. In XXXX, Loan Care adjusted the Escrow amount, and my payment went up from {$1100.00} to {$1200.00} and they did not notify me or XXXX XXXX XXXX, so I am behind EVEN MORE because of that and not being able to make payments to the agents on the phone at Loan Care. They were so rude to me on the phone. My second son had a XXXX XXXX XXXX  in XXXX  and it XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) and I have been taking care of him for 12 years now. In addition, my oldest son died unexpectantly in XXXX. I am really at the end of my rope with this Loan Care and XXXX. 
XXXX has increased my Escrow account d/t increased taxes and increased interest on my XXXX Homeowners Policy. They did NOT notify XXXXXXXX XXXX XXXXXXXX or me either, so I am even more behind. Their communication is horrible and I did not get the amount of help that I needed and still need because of LoanCare and XXXXXXXX XXXX terrible communication skills. 
I would call them back and explain that he signed a Quit Claim Deed with the divorce Decree and the Decree said that he was no longer responsible for the mortgage financially. I spoke to a different agent every time. The following agents I spoke with are : XXXX ( XXXX ), XXXX- ( XXXX ), XXXX- ( XXXX ), XXXX- XXXX ( XXXX ), XXXX, XXXX ) and lastly XXXX- XXXX. The only one that allowed me to make a payment was XXXX. I applied for HAF XXXX XXXX XXXX XXXX  on XX/XX/XXXX and got approved for it. They assisted me with catching up with sone of my mortgage payments. Meanwhile, Loan Care continued to send letters stating that I was in a delinquent status and I still am. After one whole Year, I was able to get my ex-husband to sign the Modification Loan. Now I am in the same situation being 3 months behind on my Mortgage. XXXX sent a statement for my insurance that was behind. They told XXXXXXXX XXXX XXXX that my annual payment in XXXX was {$2400.00} in XXXX, but it was actually in XXXX. Loan Care just told me last week that the mortgage insurance was increasing from {$2400.00} to {$3200.00} in XX/XX/XXXXXXXX  which is INCORRECT. That was the amount due in XXXX. XXXX has not calculated the Homeowners Insurance this year. They said it would be done in XXXX and they would notify Loan Care in XXXX or XXXX. I called Loan Care back and they said XXXX  sends the bill to them and then they pay it. It was {$2400.00} from XXXX to XXXX. XXXX XXXX XXXXXXXX paid the the wrong amounts on my Escrow Accounts and now they want me to enter into a repayment plan over 6 months to make up for all their mistakes and I can not do that financially. I am XXXX XXXX XXXXXXXX  Veteran, and this is how they treat VETERANS!!!. I have read a lot of negative situations with Loan Care and XXXX. There are many lawsuits out there because of the way they treat their clients. I am attaching all of the documents. If you need any further documents, you can call me at my cell phone #. I am asking for assistance with Loan Care and XXXX  and this whole situation. 
Sincerely, XXXX XXXX XXXX

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