Consumer complaint received 2022-01-19
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX I was diagnosed with XXXX and needed to defer my mortgage, which was done, from XXXX. As soon as I was able to pay again I Immediately started making the payments. While trying to understand the Forbearance process, and to get back on track I contacted Loancare frequently almost every two weeks regarding my mortgage. Each time I called I was given different information, and a different amount to pay. In XX/XX/XXXX I was told that I would receive documents that I would have to sign, have notorized, and send back to complete the process. I watched my mail, and contacted Loancare frequently for the paperwork, only to be told that the paperwork was on its way, the paperwork never came. I was still making the payments that I was told to make. I continued to call because I wanted to make sure that I did my part in regards to getting my Mortgage back on track and current. Sometimes the amount I was told to pay would differ depending on who I spoke with. Finally in Late XXXX I received the documents via Fed Ex, completed the paper work and sent it back on Saturday XX/XX/XXXX. According to my loss mitigation history the documents that I needed to return were received by the Loss Mitigation department on XX/XX/XXXX. I have since been making my payments. I was injured in a car accident on XX/XX/XXXX, then had to have XXXX on XX/XX/XXXX, but in the meantime still making my payments. I have requested that I receive current mortgage statements from Loancare on a regular basis, and each time I call I am promised that someone will call me back, and advised that the system will be updated and the issue will be corrected. On today XX/XX/XXXX @ XXXX I contacted Loancare to check the status of my account to see if the system has been updated. I was told by a representative named XXXX that the reason I have not received an updated statement is because the Loss Mitigation case was closed 90 days prior to Loancare receiving the documents which I was unaware of. I could not send documents back that I never received. I requested to speak with a Supervisor only to be placed on hold ( I waited XXXX minutes ) and eventually sent to a bogus voicemail! I have spent countless hours on the phone to get the issue resolved only to be left on hold, and hung up on, and having to call back. I have requested supervisors and no one calls back to address and fix the issue which is me receiving a current mortgage statement that shows that I am no longer behind in my mortgage. The following payments have been made to my account Starting XXXX {$400.00}, XXXX {$710.00}, XXXX {$710.00}, XXXX {$800.00}, XXXX {$620.00}, XXXX {$770.00}, XXXX {$730.00}, XXXX {$730.00}, XXXX {$250.00}, XXXX {$510.00}, XXXX {$320.00}, XX/XX/XXXX, {$200.00}, XXXX {$230.00}. I called back on today XX/XX/XXXX spoke with XXXX for roughly XXXX minutes again to be told that I needed to speak with a XXXX and was placed again on hold and have been on hold for over XXXX minutes. The customer service is HORRIBLE!!! After holding and then speaking with XXXX XXXX employee id ( NMM ) only to be advised that the only thing she could do is escalate my concern, and that she cant help it that the Government is behind with processing, and that she cant help that they are short staffed. I advised her that I wanted to make a payment and again she transferred me to a rep who transferred me to another rep to take my payment! Go figure! Just Horrible and every time I am transferred I have GIVE ALL OF MY ACCOUNT INFORMATION EACH AND EVERY TIME! ****************

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