Consumer complaint received 2018-04-25
Company: LoanCare, LLC
State: NM
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am contacting you on behalf of my husband and me. The loan is in his name and I am authorized on the account. ( XXXX XXXX XXXX/XXXX XXXX XXXX ) In the summer of XX/XX/XXXX we fell behind on our mortgage payments due to several family health crises that all hit within months of each other. Our loan was being handled by XXXX. We attempted to work with them and they were consistently rude and uncooperative. ( They suggested we let our vehicles go as a solution. Thus, we can't get to work ... and even if we let them go, they would be sold at auction and we would still be liable for the balance. ) They also presented us with a repayment plan we simply could not handle at the time. We were threatened with loss of our home several times. 

In the fall of XX/XX/XXXX our roof was destroyed by a hail storm. At that point everything with XXXX stopped, pending the repair of the roof. XXXX XXXX paid our claim but we were required to send the check to XXXX. It took an inordinate amount of time for them to release any of the funds to repair the roof, thus risking further damage. It caused a great deal of trouble for and with the roofing company. We did not get that completely resolved until XX/XX/XXXX AND it is my understanding as of XX/XX/XXXX of this yearthere still may be a problem. 
At some point during the XXXX  nightmare, we were attempting to get a loan modification. Before that process was completed - our loan was turned over to XXXX. It took months and months for XXXX to get the paperwork from XXXX ( Including the amount they still held for the roof repairs. ) XXXX finally sent someone to inspect the roof and released the funds. In the meantime the roofer had put a lien on our property. ( NOTE : We have no complaints whatsoever with XXXX. We wish they could have kept our mortgage! ) We finally paid the roofer and pretty much had to start the loan modification over again. We got the agreement in place in XX/XX/XXXX and made three payments as agreed. ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) We were all set and relived and ready to go on with life. 
We thought it was all over - BUT - XXXX then took over our loan and it is now being serviced by Loancare. They apparently did not honor the agreement we had in place. (???? ) It is now XX/XX/XXXX - and we have no mortgage agreement. Although, we were sent a packet from XXXX stating what your payments would be, etc. However, they will not accept our payment due to the loan modicfication that IS STILL NOT IN PLACE. We have called Loancare every month. They initially stated they didn't have all the paperwork from XXXX. We waited. Then they said they didn't have the paperwork showing the lien the roofer had filed had been released. We sent them that information. Then nothing. Last month they told us it was with the underwriter and we would hear something wihin a week. 

We called on XX/XX/XXXX. We were told that the lien was still an issue. The rep attempted to put us in touch with our point of contact. ( Not the same one we had been working with who dealt with the lien ... .a new person. The THIRD point of contact we have had. ) We left a message to please email or call. Nothing. TODAY XX/XX/XXXX we received our monthly statement from XXXX/Loancare. We are being charged a late fee every month AND this is all on my husbands credit report. I called was put through to or point of contact ( XXXX XXXX ) and left ANOTHER message. 
Meanwhile - a man stating he is from XXXX mortgage was here taking pictures of our house and stated that they were seeing if it was abandoned. We tell them we are here every time we call Loancare ... .while pleading with them to please get our loan modification in place. 
We recently spoke to a retired mortgage lender who advised us to contact you as he did not think any of this sounded right. He advised that some home owners have been given the runaround until they completely lost their homes. 
This is a lousy way to treat a Veteran with 29 years of service. To treat anyone. We have been trying to get this resolved now since XX/XX/XXXX! My husband works under a security clearance. This mess showing up on his credit report - which it does - could cost him his job!!! The amount owed is now over {$420000.00}. We just want to get this taken care of, make our mortgage payments and hope we can retire!!! 

PLEASE 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