Consumer complaint received 2022-10-27
Company: LoanCare, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX To Whom It May Concern, I wish to retain possession of the property in question. I am filing a hardship due to the following reasons : 1. I closed on the property on XX/XX/XXXX. At that time, it was discussed that I need to file a Primary Residence Exemption with the City of XXXX XXXX because the property was homestead exempt. I dont remember if the title company stated they would handle paperwork. If not, this was my error in not fling promptly, however : 2. Two weeks after I moved into the property, my life partner of XXXX years died suddenly five ( 5 ) days before XXXX on XX/XX/XXXX. I am still struggling with this reality today, almost two years later. 

3. I made all payments required for the first fourteen months of the loan term believing that I was paying the correct and adequate amount. That was until XXXX of XXXX when I received a notice from Loan Care that my payments were going up from {$750.00} to {$1000.00} a month starting in XXXX of XXXX. I was floored by this news, so I immediately reached out to Loan Care and was informed my Escrow Account was underfunded. Because Loan Care was not able to explain what caused the shortage, I reached out to my original lender. 

4. Upon review, it was discovered that the P.R.E. paperwork had not been filed with the City. I immediately filed the appropriate paperwork with the City of XXXX XXXX and was told that when the next tax bill came out ( XXXX ) they would send it to Loan Care and the situation should be remedied from there. Because I could not afford the increased payments, Loan Care told me to request a forbearance, which I did promptly in XXXX of XXXX. The ( XXXX XXXX ) 150-day forbearance was approved on XX/XX/XXXX. 

5. During this period, I was informed by Loan Care to make no payments until the issue was resolved ; I did just that. This was because the true amount owed was unknown. However, I did ( and still am ) escrowing the monies to be paid once the issue is resolved. I am escrowing the payments at the amount of {$750.00} per month. ( This is the original monthly payment amount. ) 6. Throughout this long, arduous process, I have cooperated fully with Loan Care, supplying all of the documentation required. I have spent many hours on the phone with various parties trying to ensure the process has been smooth. Unfortunately, in some cases, it has been anything but smooth. You can easily look through the file notes and see how many times I have called, who I have spoken with and what I was told to do ( not do ). 

7. In XXXX of XXXX, I was informed by the City they had sent Loan Care the current property tax statement and then by Loan Care the bill had been paid, but no final resolution to the dispute had been found regarding this matter ; I continued to wait as I had been instructed. I was also advised to continue weekly check-ins with Loan Care ; for the most part, I have followed these requirements as time and hours permit. 

8. As of XX/XX/XXXX, Loan XXXX  informed me that a resolution had been reached. Because of the situation, the escrow was being adjusted to finally reflect the correct amounts! ( This after almost 8 ( eight ) months of back and forth with all parties. ) I am exhausted from this process and ask you to consider the following as a settlement to this matter :

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