Consumer complaint received 2019-08-15
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
The reason for my complaint stems from a number of factors. My mortgage loan is with Loan Care and I have been desperately making all efforts to save my home through foreclosure by means of applying for Home Retention Programs that will allow me to retain my home. I have submitted several packages received form Loan Care and each review ended in a denial due to several errors made by Loan Care. I have brought this issue to them through the appeal process to only encounter the same errors. The error stems from the total income reported. The reason my loan fell behind was due to being placed on XXXX. I have submitted Home Retention Packages on the following dates ; XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019, XX/XX/2019 in efforts to correct the mistakes made by LoanCare surrounding my income and unfortunately we have gotten no where. We have been denied for insufficient income to too much income which doesnt make any sense. The first denial was on XX/XX/2019 whereas they advised me the reason my loan was denied due to the 3rd party Vendor they contracted to perform a BPO never returned the results. After express my concerns and given that I had no control over the vendor they hired, they determined it was a mistake and re-opened my file for consideration of a loan modification. XX/XX/2019 I was advised verbally that my loan was denied due to " Insufficient Income ''. I requested what income and expenses they have recorded  and they advised me that only the " Underwriter '' can go over that information and that I would get a call within 3 business days. That never happened. I called back on XX/XX/2019 and was advised to submit an appeal with an itemized breakdown of my income. I filled the appeal providing complete breakdown of the income as they requested. On XX/XX/2019 I spoke with XXXX and she advisewd me that the appeal was denied as of XX/XX/2019 and that it was denied because " XXXX Income '' was used. However, my income was not unemployment. It was XXXX income. The representative advised me that I needed to submit a new package but needed to omit the " XXXX /XXXX Income '' as this information is not considered. XX/XX/2019 I resubmitted the Home Retention Package omitting the " XXXX Income '' as they requested. On XX/XX/2019 I received an e-mail from XXXX requesting that I add the " XXXX Income '' to the application although she specifically told me that this income could not be considered. I followed her instruction and revised the application to consider the " XXXX XXXX '' on XXXX XXXX. She was also advised that the " XXXX XXXX '' would run out on the first week of XXXX and wanted to make sure she was aware of it. She advised me that she made a note. I also e-mailed her a copy of the " XXXX/XXXX Award Letter '' which also states a date that the funds would run out. On XX/XX/2019 I was advised that the loan modification was denied due to " Too Much Income ''. In speaking with the representative, I was advised that the " XXXX Income '' was used although the benefits ran out and that I could not reapply. This is truly unfair. My application was based on income that I no longer received and they were fully aware that the benefits ran out and they are unwilling to reconsider my application in light of this information. 

My hardship has been resolved and we are in the financial capacity to not only resume payments but afford our home as a whole. We are requesting for an adequate review of our finances based on true and factual information as it is truly my intent to keep my 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