Consumer complaint received 2022-10-04
Company: LoanCare, LLC
State: MA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I wanted to go over everything that has transpired from the time we ended our forbearance through the loan modification process till the present. 
After making these 3 initial payments, they sent out a packet that was to include all of the details about the terms of the loan modification. I had to make these 3 payments in good faith, and Im not really sure where that money was applied. After making the XXXX XXXX payment, on or about XX/XX/XXXX. I received a packet via certified mail that my wife and I had to review, get notarized and signed, and send back no later than XX/XX/XXXX. It was difficult to find a XXXX during this time, so I think we sent it on the very last day of XXXX. Our copies of this have the Notary stamp saying XX/XX/XXXX. 

Here are the terms of the loan modification from the XX/XX/XXXX paperwork ... this is the legal contract that was filed with the XXXXXXXX XXXX XXXX. 
You can view a copy of this registered with the XXXX XXXX XXXX XXXX. 

The very first page of the AGREEMENT shows this mortgage supersedes our original mortgage starting XX/XX/XXXX. 

With in the first week, I was surprised to see a packet from LoanCare. I thought, wow, that was fast. I fully expected to see my copies of the contract with a letter of execution. Not so. It was more loan paperwork. It all looked exactly like what I had just sent in. There was no cover letter explaining anything... just a bunch of blank paperwork with instructions to have it notarized, just like the first set. 

I looked it over, and there were some changes. I looked over all 9 pages of the new paperwork, and the only changes I could actually find were ; I called and spoke to about a half dozen people over the course of a couple of days, trying to get an answer as to why this was sent to me. At first, the very first woman I spoke to said that if I had already sent it back, not to worry about it. So I didnt. Toward the middle of the month, LoanCare started robocalling me, wanting me to call them back, which I would, and when I called in ... .NOBODY knew anything except that if I wanted to stay in the program, I needed to send this paperwork back. I explained that I had already sent it in, and they said things like : There were changes to the verbiage The first set of paperwork contained an error There were changes One woman even told me that if I had already sent in the paperwork, NOT to send it in again or it would complicate the system and that I should just wait until I get confirmation ... she said that process only takes 48 hours. 

I was contacted again, this time by a supervisor. I said there was no issue with the first paperwork except that there were some verbiage errors, all of the numbers are the same, and that I should just have it notarized and send it in, or I may lose my modification. I explained that there were in fact changes to the numbers, and he said that that's not what he sees on his end. He said he was going to look into it and call me back. He never did. 

It was around the XXXX of XXXX I went out and got all of the paperwork notarized yet again ; I included a check in the envelope for My XX/XX/XXXX payment ... assuming that this new paperwork had a XX/XX/XXXX start date and that the increase in the money was probably to offset the missed XXXX payment. 
We never paid XXXX because our new paperwork said the Agreement had a start date of XX/XX/XXXX. 

The week after XXXX, we received a packet of executed documents from LoanCare, and I went to the XXXX XXXX XXXX and confirmed that, in fact, the paperwork had been executed. 

I made the XXXX payment I made the XXXX payment from another bank account which has been closed out. Cant find that statement. I made the XXXX payment XXXX payment, XXXX payment, XXXX payment I think I may have missed the XXXX payment... .I can not find it XXXX payment, XXXX payment, XXXX payment, XXXX payment. 

In XXXX, XXXX, XXXX, XXXX, and XXXX, I received packets of paperwork to be notarized and signed. All of these packets had the same dates and figures that matched the second round of paperwork that I received last XXXX. 
Each time, I would call in, and it was like I was starting from square one and working with somebody who had the abilities of a new hire who was brand new to the job. 

At least 20 people said they would call me back, but nobody ever did. Nobody would ever give me a number to call back and speak to the same person. 

Every time I would escalate to a manager, and that person would assure me they would get to the bottom of it, nobody ever got back to me. 

Weekly, Ive been getting robocalls from LoanCare telling me to call them back because they had important, time-sensitive information I needed to deal with regarding my loan ... .and when Id call, NOBODY knew anything except that I was supposed to send in the paperwork. 
Most of the people I talked with were nice enough but had no ability to do anything. 

Some of the people I talked to were very XXXX and would tell me that I was the problem and that I needed to do my part and send the paperwork back because it contained verbiage that needed to be changed and that it was my responsibility to work with [ them ] to solve the issue and that I wasnt living up to my end of the agreement. 

Since I went into forbearance, I have not had access to my online account. Im blocked from using it. I was set up for E-notifications, but since Ive been locked out, I haven't received any statements showing that my payments have been applied. I have no idea where this money is. 
From time to time, I will get Loan default paperwork saying that I haven't been making payments and I'm running out of options ... would I like to see if I qualify for a loan modification. 
This week I received a default letter. 

What really makes me aXXXX is what this process has done to my relationship with my wife. She trusts me, and were good... but she has so much XXXX about losing the house now, and it just doesnt stop. She doesnt work and stays home for our animals and the kids, and she feels absolutely helpless. That sXXXX, and it makes me very XXXX that this company is doing this to her, and I have no recourse cause I can not choose my mortgage servicer. 

In XXXX... we finally found someone who we thought was getting to the bottom of this, her name was XXXX ( yes, that is how she spells it ). She said all I needed to do was pay the XXXX payment. We havent sent that in yet. I get paid tomorrow, and Ive been working 7 days a week, and I finally got caught up from a 6-week layoff over the summer, I mean, I was going 5-7 days with ZERO money to buy food with or buy gas with to get to work with, I cant work out anything with my biggest creditor cause they are XXXX, I cant get out of PMI because they are XXXX, I feel like I should sue them for emotional distress ... .its been the hardest financial time of my life, and Ive been busting my XXXX to get enough money to make a double payment and not lose my health insurance because Im spending money on the mortgage and the last payment I sent they refused and sent back to me. 

Yesterday they sent a letter starting foreclosure. I have someone from the State Attorney General trying to make headway with them but Im waiting for some progress. 

They are still calling me. I called them back today and was on hold for over an hour before my boss lid into me saying that I need to get some work done. 

When I get home I have kids and a family but Im going to have to call LoanCare and spend the entire evening surging with them just so have this all start over again because nobody is listening to me. 

Not looking forward to call them and find out what the XXXX is going on, and Im feeling pretty defeated and really XXXX. 

My fear is that Ultimately Im going to have to file bankruptcy to stop the foreclosure. That will end my marriage. 

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