Consumer complaint received 2021-04-22
Company: LoanCare, LLC
State: MI
Product: Debt collection
Sub-product: Mortgage debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I am trying to pay money to myloancare and they don't want to take the money. I am very disappointed. 
-Please keep in mind that each phone call takes from 60 minutes up to 3 hours. Yes. 
-All emails and contact us web forms send an auto responder email and no one gets back to you - You leave a message to call you back within 24 hours, no one calls back .... NO ONE. 
- All calls are recorded, many times they just hang up the call. I wish I could get any of these recordings. 

So here are the issues briefly that I have been facing. 

ISSUE # 1 : A check was cut on XX/XX/XXXX and mailed on XX/XX/XXXX by a local Covid 19 XXXX and XXXX XXXX program as I was qualified due to my hardship, the check was with an amount of XXXX it was mailed to the below address : XXXX XXXX XXXX XXXX, PA XXXX The amount never got deposited into my account. 

We kept on going back and forth with the company ... No way we could find the check. and of course its USPS 's fault. 


ISSUE # XXXX : since XX/XX/XXXX We have been requesting an affidavit of Lost check signed, notarized and sealed, which has never been done. 

ISSUE # XXXX : A new check was issued again by the same covid 19 mortgage relief program dated XX/XX/XXXX in the amount of {$5800.00}. 
It was mailed, using certified mail, to the below address : XXXX XXXX XXXX XXXX, PA XXXX I provided the USPS Tracking number : XXXX and was delivered to your XXXX XXXX on XXXX, XXXX, XXXX at XXXX XXXX  and has never been deposited into my account. TILL TODAY. it is within their facility, with my loan number referenced onto it, and never cached????? 
And guess what, I have to call everyday and LITERALLY STAY for HOURS on the phone begging for assistance, and the loss-mitigation team would tell me the only thing i could do is leave a message to the supervisor. 

ISSUE # 4 : On XX/XX/XXXX, I was applying for one month mortgage payment assistance at a different Service Agency, in the amount of {$1400.00}. As per a telephone conversation with XXXX at MyLoanCare, We emailed them the required documents so that they could pay the money to myloancare, which is the mortgage statement as well as and W-9 which need to be filled out and returned to me. You would then receive payment within 30 days. 

Another Rent and Mortgage Form was to pay {$1400.00}. After all the phone calls and emails and tickets created, We got the form filled up for {$1100.00}. 

Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX Ticket # XXXX I am extremely disappointed. I have put more than 40 hours of time in calling XXXX just to be able to get this amount of money into my account. Crazy Right. 
I tried to file a complaint, and I wasnt able to do it. I guess I need to be more creative and think outside the box. 

I sent emails to all these emails : No response XXXX, XXXX, XXXX, Payment ; XXXX ; XXXXXXXX XXXX  XXXX ; XXXXXXXXq ; XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, 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