Consumer complaint received 2023-12-14
Company: LoanCare, LLC
State: GA
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
Start of issue : Starting with XX/XX/XXXX, I have submitted several requests for mortgage assistance to my service provider XXXX by LoanCare ( XXXX : XXXX ) due to having lost a job and a significant curtailment in my income that is still ongoing. 

First denial : I was initially denied the first time around because I was not sufficiently behind in payments. I took out a loan and managed to get caught up. 

Second resubmission : I resubmitted months later because the loan money had run out, and my new job paid just above minimum wage of {$8.00} an hour to {$13.00} later on. I then cancelled that request as I received repair money for my house which I used to get caught up on my payments. 

Mortgage increase During this time ( since XXXX last year ) I have noticed that my house payment has gone up from {$2200.00} a month to {$2500.00}, making it even harder to afford. I have also requested to stop my escrow payments as its ballooning my payment. 

Poorly functioning website : I tried for months to submit an online mortgage request to try and gain assistance as I can no longer receive loans. I attempted to fill out a request on the XXXX website, only to find out the website was down and not functioning properly ( This was only recently recognized in a email to all customers. ) Attempts at verbal communication : I have tried for months to speak with somebody and would encounter wait time in excess of an hour or more, Id receive calls from them responding to my request to talk, and upon answering I would receive a recording telling me to call XXXX, and I would get out through the whole unknown wait timeframe. 

My repetitious application/documentation emails : I repeatedly sent my request again and again via email, hoping that I would get some type of a response via email. I then logged in and found that my request was received but still pending documents. I had no idea what the documents were. However, I resubmitted everything for the application again via email and received no response or confirmation of receipt. 

Recent contact via phone : I managed to get a hold of a representative today, XX/XX/XXXX who told me that I needed to send a letter of explanation. It turns out that XXXX was using an old application request from XXXX of last year and had completely ignored my new request that I submitted, including my current expense statements, bank statements, paystubs, and everything, the documents they were requesting was contradicting what I provided they were tracking that I had no income and I have income now its not sufficient Provided recent status of foreclosure process : I was told that if they do not receive their requested documents in a timely manner, that my house can go to foreclosure. 

My XXXX XXXX in jeopardy : I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  and this is my first house I ever bought. I used my XXXX XXXX to get my house and now I stand to lose it because of a horrible lack of communication and unwillingness to help. I am not married and have exhausted all means of financial support. 

Request for help : I dont know who to go to get the assistance I need, and I am begging for help. I just want them to look at the application and documents I sent recently and give me a lesser mortgage amount. Please.

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