Consumer complaint received 2017-07-06
Company: LoanCare, LLC
State: WV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
My issue is with LoanCare LLC of XXXX XXXX, Va. They obtained the mortgage on my home in Ohio back in XX/XX/XXXX from another lender. I'm a XXXX  employee and currently live and work out of state. My mother lives in the home in Ohio and we have been attempting to sell the home for the pay off on the loan. I'm not concerned with profit. We'd like to get my mother moved in with me due to some health concerns. I have had a buyer for the house since late XX/XX/XXXX of this year. We have an attorney working for us to take care of the proceedings in my stead. LoanCare required my permission for the attorney to conduct business with them regarding the sale of the property. This was granted on XX/XX/XXXX.
This is a copy of that authorization email:

Reference number: XXXX Please use this ticket number in any correspondence with us.
Subject: Authorization Request
Dear Valued Customer,
Thank you for contacting us.
We have received your recent inquiry regarding the mortgage account. Authorization has been added to the mortgage account.
Please feel free to contact us if you have any additional questions.

Sincerely,
Customer Support
XXXX XXXX XXXX XXXX XXXX, VA XXXX 
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---------------Original Message---------------
From: 	'XXXX' < >
Subject: 	Authorization Request
  	XXXX XXXX XXXX XXXX

Evening
(XXXX) XXXX
Authorization Request
I hereby give permission to obtain any and all information necessary including payoff, for the property located at XXXX XXXX XXXX XXXX Ohio XXXX to my attorney XXXX XXXX XXXX. He is handling all business matters pertaining to the sale and closure.
If there are any questions, please contact me.
Thank you,
XXXX XXXX XXXX 
During the process the attorney discovered that LoanCare had not forwarded or filed proper documentation(Loan transfer/Loan Assignment documents) with the court of record holding the deed in Ohio. The only thing showing in the court house is that there is in fact a lien on the property, however it still showing the original loan company "XXXX". The attorney asked that LoanCare please forward the appropriate documents to the court house so that we may proceed. He was then assigned a reference ticket number for his request:XXXX. He was told they would have this sent to the court in a matter of a few days as soon as they obtained what they needed from their documents department.
 Long story short that did not happen. The attorney called several times a week requesting the proper documents so that we could all move forward.I have made several calls in the past month trying to resolve this also to no avail. Being told that it would be taken care of in 24 hours after one call, they were very sorry for the mix up. Fast forward...no results. I called again and was told that the problem was with the documents department and that they had not entered something in to the system properly, and that they would have the issue resolved in 24-48 hours. Needless to say no results. 
 I understand that of course that the longer they drag this out, the more money they"ll get. However this is holding up everyone's life here. I am needing to move to a larger XXXX XXXX  place so that we can take care of my mother's needs. I've had to pass on 4 opportunities to move since XX/XX/XXXX.
 After several attempts today (XX/XX/XXXX) after 3 dropped calls while on hold. I got someone to come through for me, or so I thought. They sent the wrong documents via email. They sent me exactly what is already on file with the court house showing that the lien holder is XXXX and not LoanCare. I don't know if this was an actual mistake or another one of their stall tactics.

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