Consumer complaint received 2022-10-18
Company: LoanCare, LLC
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I qualified under the COVID laws for a mortgage modification. Accepted, signed, notarized, sent. Made several payments and then my payments start getting returned. Called to find out what was going on and they said never processed the modification. Then later they said they never recieved it. I've had a hard time working with them and it's only gotten worse. You can't speak to anyone when you call in. You get a call center who takes a message. They say their goal is to have someone give you a call back the same day, but it isn't guaranteed, you can't make an appointment, and they will only call you back during whatever limited window they select fkr that day. Even if you agree to a call later than whatever their call back cutoff is but while the call center is still open, they won't call you back. It's purposefully designed to be a Neverending labyrinth. Because they want you to answer when they call but God forbid you have a job where you can't just pickup at their leisure. I was labeled non responsive because I have a job that doesn't allow me to have a personal phone on me for safety reasons. And I can't easily access my phone from where I work even during meal breaks. As well I'm working 12+hour days 6 days a week with 24hr responsibility and due to the pandemic. I've been lucky enough To be off most Sundays, for which the mortgage company is closed, and with that 24hr accountability, I'm essentially always working anyway. Early during the pandemic I discovered that unemployment fraud was occurring at my address by my mail carrier. So informed them I shut off the mail to the residence and they could just email me. And they refused acknowledge it. I changed my address with them to XXXX XXXX and they are still sending mail elsewhere, other than the XXXX XXXX  I gave them.

Now, my employer agreed to work with me so I could to take a call or XXXXXXXX XXXX as an appointment. But again, the mortgage company won't do that. And the mortgage company flat out refuses to Email me still. Even though I'm suppose to be on their ''Email only contact list '' they won't email me.

So I've been pushed off all summer. Being told they would elected my complaint. Then I call back a few weeks later and my complaint has gone no where. And no one has looked at my file for reevaluation. From XXXX until XXXX I was told no forclosure on is being taken and they Don t know why no one will look at my file, but they are raising it up the flagpole. Then magically I get served with forcloseure papers filed in XXXX. And apparently not only is the mortgage company allowed to lie to me, the information from the call center can not be relied on for accuracy per their own company. Also, the mortgagcompany claims they are actively seeking forclosure because I didn't send them any paperwork while at the same time acknowledging that they told me I didn't need to send them any paperwork. Also, I'm non-compliant and non responsive even though no one has looked at my file al summer for re-evaluation even after suposedly being an elevated as a complaint so someone would lookat it asap. Which also all makes no sense because the company keeps calling me multiple times a day and 5 to 6 days a week. Calling from labeled numbers and blocked phone numbers ( I know it's them because they've left messages calling from blocked numbers ) and because the blocked numbers didn't t start until I complained about them calling a number they know I can't answer. 

Not not only that. The mortgage company refuses to acknowledge the line in the signed papers that says that ''I agree that my first timely payment under the plan will serve as acceptance of the plan. '' Now, the other part is that I speak another langauage. And I asked how I am supposed to get my personal translator on the line if ( and clearly when ) I need them if I can't make an appointment. To which I've been told they would have to research it and get back to me. As of yet no one has reached out about that issue. Yet again, if the mortgage company would just email me, I could just use that with my translator and it would solve a multitude of problems. Though I'm increasingly suspicious the problems with communication here are not related to my capabilities regarding the English language but with Loancare 's everything. 

Lastly, I'm not sure what company I'm really dealing with or what set ofnrukes apply. So Loancare holds my mortgage. But I call or get transferred to a XXXX XXXX. No NOW, the voice recording on the phone line says that they are a debt collector trying to collect on a debt. Yet the company says they don't follow fair credit reporting. It's like they are trying to ride 2 horses here. They voluntary self identifying as a debt collector to seem more powerful and to stoke the fear and anxiety response, yet are also beating around the bush that they may just may only be a simple mortgage creditor. It's intentionally blurry and absolutely inappropriately so.

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