Consumer complaint received 2021-08-10
Company: LoanCare, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was able to apply for and get a Forbearance on my home loan for COVID-19. The Forbearance ended on XX/XX/XXXX so I applied for a Loan Modification on XX/XX/XXXX. I called loan company XX/XX/XXXX for Mod status and was told they would call me back. 
Call # 2 I placed XX/XX/XXXX and was told they had to wait until the forbearance was over and it was sent to review on XX/XX/XXXX and have 30 days to respond. 
Call # 3 I placed XX/XX/XXXX I was told I will not need to send anymore info the next step I will receive a call about approval and new mod info. 
Call # 4 I placed XX/XX/XXXX - Loan company stated they were waiting on the title search to comeback and it happened to come back that day and to allow 2 more weeks. She said I would " not be in trouble with credit agencies for not making a payment because the forbearance is still in place until the mod begins '' Call # 's 5, 6, 7, 8 I placed XXXX ( after long hold times I was disconnected by their automated call system THREE times ) On the final call that day I got through to someone from the loan company and explained I wanted the COVID-19 Standalone Partial Claim instead of the Modification since I have not heard about it. I was transferred to Loss Mitigation and they told me " they are sending me the application for the Standalone Covid 19 Partial Claim and the process will start again but they already have the majority of the information needed so it shouldn't take the regular 30 days. '' I have sent emails to the mortgage company MANY times requesting the COVID-19 Standalone Partial Claim application with no response. 
XX/XX/XXXX the Loan company reported me to the Credit Reporting Agency that I am late with a payment by 120 days. 

How do I get the Credit Report corrected because I am NOT late? 
How do I get a COVID-10 Standalone Partial Claim if my loan company keeps giving me the run-around? 
( B ) COVID-19 National Emergency Standalone Partial Claim For any Owner-Occupant Borrower who receives a Forbearance for Borrowers Affected by the COVID-19 National Emergency, the Mortgagee must evaluate the Borrower for the COVID-19 National Emergency Standalone Partial Claim no later than the end of the forbearance period ( s ). ( 1 ) Eligibility for COVID-19 National Emergency Standalone Partial Claim The Mortgagee must ensure the following eligibility requirements are met : The Mortgage was current or less than 30 Days past due as of XX/XX/XXXX. The Borrower indicates they have the ability to resume making on-time mortgage payments. The XXXX is owner-occupied. ( 2 ) Terms of the COVID-19 National Emergency Standalone Partial Claim The Mortgagee must ensure that : the Borrowers accumulated late fees are waived ; and the COVID-19 National Emergency Standalone Partial Claim amount includes only arrearages, which consists of Principal, Interest, Taxes, and Insurance ; and the COVID-19 National Emergency Standalone Partial Claim does not exceed the maximum statutory value of all Partial Claims for an FHA-insured Mortgage, as listed in Statutory Maximum for Partial Claims ( III.A.2.k.v ( D ) ( 2 ) ( a ) ) ; and the Borrower ( s ) receives only one COVID-19 National Emergency Standalone Partial Claim. Mortgagee Letter XXXX, Continued 5 ( 3 ) Required Documentation for COVID-19 National Emergency Standalone Partial Claim The Mortgagee must submit all required documentation for Partial Claims as listed under Delivery of Partial Claim Documents ( III.A.2.k.v ( J ) ( 6 ) ). The Mortgagee is automatically granted a 90-day extension to the 6-month deadline for the recorded mortgage. If a Mortgagee experiences additional delays out of their control, including past the automatic 90-day extension for the recorded mortgage, that impact delivery of the Partial Claim documents, Mortgagees may file requests for an additional extension in accordance with Requests for Extensions of Time for Delivery of Partial Claim Documents ( III.A.2.k.v ( J ) ( 7 ) ).

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