Consumer complaint received 2019-09-06
Company: LoanCare, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Several years ago my mortgage servicer raised my escrow by hundreds of dollars per month. I fell behind by two payments over a period of time, while complaining to them about the miscalculation of escrow. It was finally corrected months later. I was two months behind for quite a while, unable to catch up. I was late again and the servicer blocked my phone number. They wouldnt take my calls. I sent. Letter,  several emails, and called every day, often multiple times. Then after several weeks of this, they finally unblocked my number and told me they couldnt take my payment, it was now with the lawyer. I had to apply for loss mitigation since they refused to take my payment. They continue to destroy my credit, claiming I am not paying even though they wont allow me to do so. In court, their lawyer tried to get the conciliation process thrown out by saying I was intentionally stalling. I was not. The company repeatedly asked for the same documents over and over and over again. I submitted completed docs through XXXX. They came back and asked for more to be sent. XXXX told them they had what they needed. Only them did they move the process along. They gave me a trial arrAngement. I made the three consecutive payments. They sent paperwork for loan modification that had to be notarized. I completed the paperwork. They said the notarized signature was incomplete. Back and forth we went. I finally spoke to someone there and they said I was all set. The paperwork was accepted. My new loan would begin XX/XX/XXXX. This was near the end of XXXX. I received a call from the mortgager saying I needed to pay XXXX. I said my new loan begins in XXXX. They said I should pay it anyway. When I asked why, they said they didnt know. Its what they are told to say. On the signed agreement, it says to pay your monthly until the new loan is accepted. I was told it was accepted. I signed and had it notarized. It was a legal document. Nervous, and not trusting the company in the slightest, I called at the end of the month to get a clarification. The new loan was based on the balance due. If I made another payment between the time it was calculated, and the time the new loan began, it would change the balance due, this making the calculation moot. But I called anyway. I was put on hold, and I have the screenshots to prove it ... for HOURS!!!! 3 hours and 42 minutes before the call was disconnected on their end. I couldnt have paid if I wanted to. Again, they had blocked me. The next day, XX/XX/XXXX, of course I got right through. They said that since I missed a payment I had to reapply. I argued that the loan was set. After speaking with the fourth person, I was told straight out that the loan isnt accepted until its filed with the court, and that they usually file as late as possible. I was also told that the customer service reps are FORBIDDEN to disclose this. So instead of someone saying just shut up and pay when you are certain the loan has been accepted, and in fact told it was accepted ... they could have said it isnt filed yet and FHA requires you to keep paying until its officially filed with the court. But no. They systematically withhold that info. This is just another in a long line of complaints again this company. They are shady and can not be trusted. I am just another person who unfortunately had their mortgage sold to these pernicious vultures. I would appreciate any help you could offer. Thank you.

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