Consumer complaint received 2021-10-15
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Loancare is supposed to send us our final loan modification documents, by mail, to our home in XXXX, we already signed a full set of documents about 2 monts ago, duly notarized. Then after about 6 weeks I called to see if everything was final and they told me I was missing a document. Now it's been 3 weeks of Loancare sending the new set of docs to the wrong address ( to the property in XXXX  and not to our home in XXXX, where we live, the XXXX  property is a rental, with no tenant currently ). 

The loan modification is because we were in forbearance in XXXX, and then came out of the forbearance in early XXXX when our income recovered from the Covid-19 pandemic. We agreed on a loan modification with Loancare for a XXXX XXXX XXXX XXXX in XXXX XXXX. so the arrears of about {$20000.00} accumulated during the foreberance would be put at the end of the loan. This modificaiton agreement was agreed upon 5 months ago, in XX/XX/XXXX. 

They keep sending me the docs to the wrong address. I have updated my mailing address repeatedly on the Loancare website, since XXXX. Have called every 4 or 5 days to ask them to ensure they send the docs to us in XXXX for signature. They have sent the new set *twice* to the XXXX address and not to us in XXXX, now they have a new set being prepared and apparently are going to send it this week. Once they receive it back they tell me it will be " five or six weeks '' before the final modification is registered. 

This has been going on since XXXX. We have paid the mortgage every month since then, also paid a " trial payments '' of {$1100.00} each, three times which they said was a requirement for the modification. 

The problem is that they refuse to update my loan info on their website, so there it states we have not paid this loan since last year and owe the loan plus about {$20000.00} in arrears. That is not correct, we have been paying the loan since XX/XX/XXXX. 

We are trying to refinance our condo in XXXX and the bank is telling us we need to get this info corrected on the Loancare website. The bank wants a statement showing our Loancare loan is not in default. 

Loancare says they will do nothing until they can register the final modification, despite our having paid our loan since XXXX and being up to date. They will not update the website, and it has been several months now with us waiting to get the documents we need to sign before a Notary. They will not let us print out a scanned or emailed document, either, we must sign the paper copies they send us. 

Am attaching a statement from Loancare for XX/XX/XXXX showing we have made the mortgage payments since XX/XX/XXXX. They will still not update the website info or the mortgage statements info. 

Please help us by requiring Loancare to update our info on their website to show that yes, we have paid the loan, are in good standing, and modification is being finalized. 

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