Consumer complaint received 2018-05-24
Company: LoanCare, LLC
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Hi, I applied for a modification and was approved for a trial to start in XX/XX/XXXX. I made payments through XX/XX/XXXX still in a trial period. During these 6 months, I was never contacted to notify me of the status or what was going on. I still continued to make my trial payments even though multiple phone calls I placed, I was told they weren't sure or what was going on. I was told I had a point of contact ; however I was never given the name or the phone number to reach out. During the month of XXXX, I found out that they needed my title policy and were having a hard time getting it. I volunteered to send it in-which I did twice. Two weeks later, I called in again to check the status and was told what I sent wasn't good enough. I was perplexed, confused and scared. I was doing everything I needed to do to save my home and was doing it successfully. I submitted an email complaint to the company, Loan Care who services my loan, describing my scenario. A week later an underwriter emailed me asking me for my title policy. I indicated I had submitted twice and was told it was the wrong title policy. I asked how I could help. I was copied on an email to the lender, XXXX XXXX XXXX XXXX, asking for my title policy. I gave permission to provide and it was the same title policy I had provided twice. I allowed a week to pass before I questioned the status again. In early XXXX a decision still had not been made. I called in on the last day of XXXX to make a payment. I was put on hold for 10 minutes when attempting to make a payment and was then hung up on. I called back and received a message that the department had closed. I went online to make a payment and was unable to. I called first thing in the morning on XX/XX/XXXX to see what happened and hopefully keep my modification. I was told that my final modification had been approved on XX/XX/XXXX and my next payment wasn't due until XXXX. I was concerned as my prior conversations with Loan Care had not been consistent and the messages and knowledge of those answering the phones were all over the place. I confirmed with the gentleman I spoke with once more and he reassured me all was fine and that he would note my account-I wish I captured his name-more to come on that. He indicated I should be receiving my modification in 2 weeks and it would detail my payment amount just as he went over with me. I waited 2 weeks and called again asking where my modification was. I was then told that I was denied for it and that I owed 8 months of past due payments. This is impossible as I paid for 6 months and those payments were {$50.00} lower than my usual. I was very nervous and felt sick to my stomach hearing this. In addition, I was told there was nothing else I could do and that a denial letter would be going out. No one called me during these 2 weeks to tell me that I was denied. Again, no one has reached out to me at all regarding this whole loss mitigation scenario. I was also told on XX/XX/XXXX7 when I called in again, now knowing I would probably hear a different story, that no one could give me answers except my point of contact. I asked for that information and was told there was no number and I could only call in and ask by name. Her name was XXXX XXXX. I also asked for the gentleman 's name I spoke to who indicated I was approved for my final mod on XX/XX/XXXX and I was told they couldn't give me that information. I asked if I could have copies of the notes they take about our phone calls and I was told I couldn't have those either unless I wrote a request. I submitted a request on XX/XX/XXXX detailing the chain of events and asking for a copy of my notes. On XX/XX/XXXX, I received an email back indicating to call Loss Mitigation. No further answers were given or any response to my request for copies of my notes. Still on XX/XX/XXXX I called in again, I asked to be transferred to XXXX XXXX ( whom I've never dealt with before or even heard of ). The first attempt I was on hold for 15 minutes and was told she was in training all day. I called again and left a voicemail around XXXX CST. I was told though that I could submit an appeal to the denial and obtained the fax number. I faxed on XX/XX/XXXX and XX/XX/XXXX. The following day I called again and asked to be transferred to her and was told she was in a meeting. I asked to be transferred to her voicemail and left another message. This was around XXXX CST. I called again on XX/XX/XXXX, and was told I was 9 months past due and my only option was to pay in full, sell the property or do a deed. Again, I asked to be transferred to XXXX and was told she was in a meeting. I called again the following day and was told I didn't have a point of contact and no one was assigned to me. At this point, I was extremely confused and had no confidence ( if I had any left ) in this company and them being able to help me. Today, XX/XX/XXXX I  called in again to confirm my appeal was received. I was told it had not been received. I questioned why my balance and past due payments were so high when I made 6 payments from XXXX-XXXX. The guy XXXX I spoke to said he wasn't sure and that's what the system showed. At this point, I'm not sure where my trial payments went or who was supposed to be monitoring this for me at Loan Care. I also don't know as no one can tell me what my true past due balance is. At the same time, they should have removed the MI amount from my payment as I've met the requirements for that to go away. Again, no one could help me with that. I feel as if I am being set up to fail. Especially since I had no options to make my XXXX payment except to speak to a live person and during their business hours not considering my time zone or work hours. Individuals who are current have multiple options to make payments. I would think those in need or in a workout should have the same options to help ensure success. I especially still don't understand why it took them 7 months to transition me to a modification with no explanation or communications to me. Another item of concern which highlights their lack of professionalism or oversight is the past week I have finally received recordings from Loan Care on my phone ; however the recordings indicate that my " XX/XX/XXXX mortgage statement was not mailed ... ''. We are in XX/XX/XXXX. I feel as if the company is just dialing my number and pressing some button to play a message to say they " called me ''. During one of my numerous calls to them, I brought this to their attention and shared they may have a system issue with their phone systems. Nothing has changed yet. Although, this is the least of my worries, but I feel is relevant to show how incapable this company is in servicing my mortgage. If they can't keep control of what messages they are sending out, how should I feel confident they even did what they were supposed to do for my mortgage modification. Especially since no one can tell me where my trail payments went. I am very concerned in losing my house and feel I did what I needed to successfully get a modification. I was told incorrect information, I was prevented options to make my payment, and I was misled. I have even tried to make a monthly payment now and can not. I wasn't sure where else to go or what else to do as I do feel I was treated unfairly and was neglected.

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