Consumer complaint received 2022-12-24
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
My complaint is with LoanCare , LLC and the lack of assistance, processing, communication, and continued misleading information during the process of me attempting to resolve saving my XXXX 's property. 

LoanCare has violated my CA successor of XXXX Rights, when I submitted all documents requested to do so from XXXX XXXX, in a timely manner and informed them of my status as executrix and intentions to take over the mortgage before loan defaulted. 

I immediately attempted several times to contact them and stated my position, provided my contact information, confirmed the situation of my father 's passing on XX/XX/XXXX, and requested for loan information so that I could handle the payments, etc. 

Literally, every time I called I was either refused of given information and/or different information that was misleading for me to resolve the matter. 

It took Loan Care months for them to inform me I needed to submit the death certificate and Trust/ Will, in which I did so in XXXX and Loan Care closed the account instead of proceeding with processing me as successor of interest with caused a delay of me able to submit applications for assistance as borrow. 

I had/am been the one to continuously reach out to check the status, in which I requested for a response, follow up, documentation of approval or denial during the duration of the process. 

I was never told of any options or outside agencies to assist me in the matter until Loan Care pushed to loan to foreclosure on XX/XX/XXXX when XXXX XXXX clearly knew my position and intentions of taking over the loan. 

I was misled, told I could apply for a forbearance loan, which I did XXXX times online.in which my application was deleted and had to wait for submit mortgage assistance application due to Loan Care lack of updating account with my name as executor and closing out account instead of proceeding as successor of interest, etc. 

Once I submitted the mortgage assistance application LoanCare kept denying my application and requesting for some documents in which I had already submitted or not applicable to the situation if they had thoroughly read my paperwork. 

I have submitted over XXXX documents to Loan Care for review for the mortgage assistance program and spoke to relationship managers to review and requested to expedite the process being the process had been delayed on behalf on LoanCare lack and misleading communication. 

I was informed to sign the affidavit, form 4506C, letter of explanation for me not filing for XXXX XXXX taxes that I was told would be sufficient. Now I am being told I have to wait till the IRS process my taxes. 

I have spoke to XXXX XXXX and Loan Care numerous times week to week, month to month and even requested if I could make a lump sum of at least half the arrears and continue with the month mortgage even until a decision was made on the mortgage assistance program assistance and LoanCare failed to work with me although Loan Care did not assistant in preventing foreclosure and lack of any assistance in a timely manner to avoid additional fees and foreclosure. 

I am requesting for all notes of account, and phone conversations. 

XXXX thanks, 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