Consumer complaint received 2017-08-05
Company: LoanCare, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
BOTTOM LINE : My mortgage was sold to a different mortgage company without my knowledge. Neither mortgage company contacted me, and my automatic withdrawal information was never given to the new lender. The new lender wasnt receiving payment ( because I didnt know my mortgage had been sold to the new company ), and are attempting to foreclose on my home. They have also destroyed my credit rating. Now that Im aware of the issue, I have made the loan current, and have paid nearly {$900.00} in bogus charges. BACKGROUND : Near the middle of XXXX, 2017, I received a phone call on my personal cell phone from what seemed to be a solicitor. I patiently listened for a few seconds before simply stating I was n't interested before hanging up. The person quickly said, " Your home is going into foreclosure ''. I asked what she was talking about and she stated she was with " Loan Care '' mortgage company, that I had n't been paying my mortgage, and Loan Care was going to foreclose on my home. I responded that my mortgage was n't with Loan Care. She replied that Loan Care had purchased my loan, and that I owed them money. I asked her to verify the address of the home. She stated she could n't give me that information. I asked if she could give me the loan number, and she again stated that she could n't or would n't give me that information. She asked if I could verify the address of the home, or give her my social security number for verification. This CLEARLY seemed like a scam, so I declined to give her any personal information. I asked for a phone number so I could contact someone at Loan Care ( note : when I attempted to call this number several weeks later, it led to a continual loop of advertisements. I was never able to connect to a customer service representative. The automated voice kept offering choices for XXXX XXXX, XXXX, etc If I didnt make a selection when prompted, the line would go silent for several seconds before automatically starting another series of advertisements. ) Approximately one week later ( late XXXX, 2017 ), I received a call from XXXX XXXX from Veterans Affairs who stated that I was delinquent on my loan, and that I needed to pay it immediately before my home went into foreclosure. At this point, I figured this wasnt a scam and started to dig into my bank records to determine if my mortgage auto-withdrawals had stopped. I discovered the automatic withdrawals had stopped in XXXX 2017. I was out of town with my family at this point, but determined I would address the issue as soon as I returned. On or about XXXX XXXX, 2017, I attempted to contact Loan Care, but couldnt get in touch with anyone. I contacted XXXX XXXX to see if he could help. He gave me a number to the Loss Mitigation department, and I was finally able to speak to a customer service representative at Loan Care. However, the woman immediately told me that I needed to speak to XXXX XXXX XXXX because Loan Care had closed my account. I asked the woman why my account had been closed, and why I hadnt been contacted prior to this. She stated Loan Care had sent mail notifications. I asked her where they had sent them ( which address ). She stated they had sent them to an APO address in XXXX, XXXX. I told her I hadnt lived in XXXX, XXXX for over 4 years! I asked why they hadnt called or e-mailed. She didnt have an answer, and simply told me I had to contact XXXX XXXX XXXX to deal with the issue at this point. I contacted XXXX XXXX XXXX and attempted to figure out a payment solution. They sent me a reinstatement quote later that same day ( XXXX XXXX ). I noticed two things about the quote that were problematic. First, the extra fees involved were not acceptable. They had charges for anticipated late charges, home inspections ( that were never done ), title fees ( that never occurred ), and lawyer fees. They also wanted the money in 48 hourswhich was impossible due to simple logistics ( I currently live in North Carolina ). Over the next several days, I worked a solution with XXXX XXXX Firm to pay the $ XXXX included {$890.00} in bogus fees. They received the check on XXXX XXXX, XXXX. I have since received letters from my bank stating my home is going into foreclosure, as well as a notice from XXXX XXXX stating the same thing. Additionally, XXXX XXXX has reported my alleged delinquency to the various XXXX XXXX agencies and my XXXX XXXX has plummeted over XXXX points.

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