Consumer complaint received 2018-07-11
Company: LoanCare, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My father purchased a home in XXXX. At the time of purchase my spouse and I were added to the home as vested owners, therefor we were placed on the title. On XX/XX/XXXX my father passed away. The home at that time was pplaced in the estate as his name is on the mortgage and we needed to get that changed. I contacted the loan company ( at that time it was XXXX XXXX ),  they said just keep paying for now and when the time came to change the loan to contact them it would be an easy process. In XXXX we were approching the end of the estates probate, I contacted XXXX who informed me the loan was in process of being sold to Loancare and I that I needed to wait until aprox XX/XX/XXXX and then to contact Loancare. Once the transfer between XXXX and Loancare was complete I contacted Loancare who first gave me the run around because they had not opend all docments from XXXX stating that I was a titled owner on the home as well as the death cert and my Estate Admin paperwork, so at that point they would not talk with me. I sent them an additional copy of which they still had not updated a week later. I made another phone call about one week later and after holding for one and one half hours I was told the people that handle that were gone for the day. I emailed them and finally received a phone call the next day. I asked my options and they told me I could sell the house, I told them I wanted to assume the loan and please send me the info for the process. Aprox one week later I received the paperwork. I completed the paperwork and included all their requests including the " we may need '' info as well as a {$900.00} money order for assumption fee. I send the paperwork via XXXX XXXX Next day Delivery on XX/XX/XXXX. From there radio silence. On XX/XX/XXXX I emailed a request for update, the update I received was " Good afternoon, Thank you for following up on your assumption request. At this time the request is under review, we are pending a response with a status update from the lender. We will let you know as soon as it has been received. Once again, thank you for following up. 

Please let us know if you have any other questions. '' On the XXXX statement I noticed that the Assumption Fee had beed documented on as received and and paid as of XX/XX/XXXX. 

Upon XX/XX/XXXX I send another email request for followup on the status, at this point I have heard no addition response nor received any documentation from them on the request for assumption. On XXXX, XXXX I send another request for and update, as still no updates no paperwork, they have not stated that they needed any additional information as well. 

At this point this is the only piece of the estate that is holding up the closue of the probate. 

Contact info for this company is as follows : Loan Care attn : Special Loans Department/Assumptions XXXX XXXX XXXX XXXX XXXX, XXXX XXXX   XXXX, FL XXXX Loan Care XXXX

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