Consumer complaint received 2018-10-15
Company: LoanCare, LLC
State: AE
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am a XXXX XXXX service member who has been paying my mortgage since XX/XX/XXXX that currently located in XXXX XXXX, Florida and was in good standing with XXXX XXXX. In XX/XX/XXXX I was XXXX overseas in XXXX XXXX. At the end of XXXX I was given XXXX  to proceed to XXXX XXXX, XXXX XXXX for a period of a year. During my move I was not receiving my mail which is normal process during a military move. Apparently my escrow increased changed and I was not aware because I wasn't receiving my correspondence. Later in XX/XX/XXXX I received my backlog of correspondence and found that my mortgage payments were being rejected as they were being sent via military allotment. I received 3 checks from XXXX XXXX which I did not understand why. I called the mortgage company in XX/XX/XXXX and it was explained to me that my military allotment was being rejected because the payment was approximately XXXX dollars short due the escrow increase. Because I was in the middle of a military move I was unaware of the increase and not able to adjust my payments. During my phone conversation with XXXX told me that I needed to pay a total of {$6500.00} but because I'd had only received a few checks from XXXX I only had a total of {$3500.00} because the other checks that were rejected had not been received. Additionally, I did not have the money to make up the difference until I received the checks. I was in a financial bind because I was stationed in XXXX XXXX and my family was living in XXXX which was I had to pay for two household on one income. XXXX XXXX  gave me a couple of weeks in order to wait on the rejected checks which did not I did not receive in time and after continuous calls to communicate that I have not received the rejected checks I was told that I my mortgage had been transferred to collections. At this point my only options were to pay the entire amount with penalties or to file a loan modification. At this point I was very frustrated and XXXX XXXX  were some of the rudest people and I was made to feel very low. This situation happened to me all because I'm a military member and my military move, I was in good standing before my move. After losing faith with XXXX XXXX and unable to pay the total amount they were requesting to bring my mortgage into good standing I stopped communication and lost faith that I could save my home. In XX/XX/XXXX I received a notification that my mortgage was sold to LoanCare, on the letter it stated that my payment was due on approximately XX/XX/XXXX and was approximately {$1200.00}. I was excited because I thought that I was going to be able to begin making payments again in order to save my house, but after calling LoanCare that was not the case. Their correspondence they sent me were very misleading. In XX/XX/XXXX I began talking with a financial counselor and they suggested I do a loan modification with LoanCare. I talked with LoanCare and they guided me on how to submit the loan modification package, it was submitted in multiple times until the package was to their liking. During the many phone conversations with LoanCare they asked for my mailing address every time to update their system. At that point I would provide my mailing address in XXXX, again this happened a lot. In XX/XX/XXXX after calling LoanCare for a status of my loan modification I was told that it was approved and that my contract was going to be mailed to me. I was told to begin making payments to on XX/XX/XXXX and I did. While making the payment on XXXX XXXX I told the customer service agent that I still had not seen the documents for signature. The agent suggested that I wait a few more days and call back if not received. I made several calls and found out in XXXX that the mortgage documents were sent to the property address in Florida even after all the calls where I gave my mailing address to them to update their system. During this time I continued to make mortgage payments which occurred onXX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX. In XX/XX/XXXX I spoke to my property manager to verify that my documents were received and they were forwarded to me by my property manager and received on XX/XX/XXXX. I made an appointment with the notary on XXXX XXXX the next week and my wife and I both signed the documents. I faxed the documents to LoanCare on and made follow-up calls and was told that they had not been received but that it takes a couple of days to show on my record because the fax goes to a central location where they are processed in. This happened at least three times where I was told they were not received. After several attempts I was told because they had not received the documents I need to re-apply even though I was still making the payments. This could of been avoided if LoanCare would of sent the documents to my mailing address in XXXX. In XXXX I re-applied for a loan modification and after several attempts and different documents LoanCare accepted my package in early XX/XX/XXXX. Though my application was denied and sold on XX/XX/XXXX. This has been a frustrating and embarrassing ordeal which all occurred because of a military move and bad customer service. I'm writing this complaint in hopes that something can be resolved. I've been in contact with my VA representative and they have been little help.

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