Consumer complaint received 2022-01-29
Company: LoanCare, LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
LoanCare - Loan # XXXX I was in Forbearance from XX/XX/XXXX to XX/XX/XXXX. I made my XX/XX/XXXX payment late. I went into the Forbearance with a late. I now understand that is why I showed late on my credit report for 13 months. 

However, I ended the Forbearance, deferred my Forbearance amount owed, and began making payments in XX/XX/XXXX. It was LoanCares responsibility to change the late notices ( XX/XX/XXXX to XX/XX/XXXX ) to current. That did not happen. 

I disputed the lates and it has been explained to me by many LoanCare customer service representatives that the lates should be removed. The credit department sent a generic letter telling me nothing, not even what my dispute was, and stated to give the credit reporting agencies XXXX days to update my credit reports. LoanCares website states, We will complete our investigation and report the results to you within 30 calendar days of receiving your dispute if sufficient information about your dispute has been provided to us. The generic form letter did not tell me the result of their investigation or the resolution. 

I have contacted LoanCare many times ( XXXX times ) in XXXX, XXXX and XXXX to resolve the credit reporting issue. Three times, I have been escalated and told a supervisor will call me back. I finally received a call back on the third attempt ( XX/XX/XXXX ), but the supervisor, XXXX XXXX, told me that the lates will stay on my credit report since I entered the Forbearance late. I explained that I have spoken to many LoanCare customer service representatives that have told me XX/XX/XXXX would remain a late, but XX/XX/XXXX through XX/XX/XXXX would be changed to current since I ended the Forbearance and deferred the lump sum owed to the end of my loan. XXXX XXXX stated he would pull the conversations with the customer service representatives, speak to the credit department, and contact me on XX/XX/XXXX at XXXX XXXX PST to discuss his findings. He never called. I called yesterday ( XX/XX/XXXX ) and today ( XX/XX/XXXX ) leaving XXXX XXXX three messages. I did not receive a call back. I called customer service again, and spoke to XXXX who shared that he was emailing XXXX and the reason he had not returned the call to me is that he hasn't spoken to the credit department yet. He stated he would follow up with them on XXXX  ( XX/XX/XXXX ). 

I sent a letter to LoanCare via the online contact portal. I received a message stating that my pdf document could not be opened. I then sent the same letter to LoanCare on XX/XX/XXXX via USPS Certified Priority Mail. I have not received a response from LoanCare. 

I need to refinance my house to remove my ex husband and pay him. I am unable to refinance my house with 12 lates on my credit reports over the last 16 months. Time is of the essence for me. My ex-husband is threatening a court order to sell the home immediately. This is my home. I am beside myself at the terrible customer service at LoanCare. I have been disappointed in every single way that a company can disappoint their customer. 

It is sad that I had to waste this much of my time and the customer service representatives time, to get help. I have never had to do anything like this and it is to an extreme just to have someone from LoanCare acknowledge me. I feel like I have been given the run-around and it is despicable! 

Thank you, XXXX 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