Consumer complaint received 2021-12-03
Company: LoanCare, LLC
State: WA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have written to Loancare about this issue multiple times as well as called them. Loancare continues to report incorrectly to the credit bureaus. With the last complaint to the bureaus the solution was to simply list our home loan as currently on time. This is not the fix Loancare needed to report. After we finally were allowed to get out of forbearance ( we were denied multiple times by Loancare ), we completed the forced three-month trial period after the forbearance program, those months were XXXX, XXXX and XXXX of XXXX. These payments were to be made on time and in full in order for Loancare to redirect the missed payments to the end of the home loan. The first payment was XX/XX/XXXX. XXXX, XXXX and XXXX of XXXX were all paid IN FULL and ON TIME, with receipt confirmation and yet Loancare has reported all of those months as 30 days past due to all three credit bureaus.We entered the forbearance program because our household went from two and half incomes down to one, we called Loancare to get advice as to what the best choice would be for us to not lose our home. We were told the forbearance was an option, we could get out of the program as soon as we were able to pay the mortgage with no issues. We were told Loancare would send the credit bureaus a non-report notice each month until we were out of the program. I have over 20 calls to Loancare over the last year and a half. This program was a disaster. Each time I called I was shifted around to different departments, I spoke with multiple managers and supervisors, they each had different answers to the same questions. Our mortgage was reported late for over a year. We were told while in forbearance it would be a non-report. I have contacted Loancare directly about this issue multiple times. I am given different answer, and different reasons why the reporting is not being corrected. None of which are the same employee to employee. I have documented payments that are on time and in full that Loancare has reported as 30 days late ( whether they were paid in full or not during the forbearance ). We still paid as much as we could while in forbearance, some months in full, some what we could afford but all of these payments were not required because we were in forbearance. Loancare still reported as late every month. We would not in a million years have chosen to take part in a plan reported us late for over a year. This issue has ruined my credit. I am willing to take whatever steps needed to get this corrected. I am trying to refinance my house but because of the incorrect reporting I am unable to do so. I need help. I have contacted every other government site and company I can think of including two lawyers. I need direction and help to get this issue resolved. Thank you. 
**Attached are all of the payments that came out of my account, the other owner has the payments from XX/XX/XXXX to XX/XX/XXXX ( he has since moved out of the home )

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