Consumer complaint received 2022-04-26
Company: LoanCare, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
At beginning of XXXX, I requested to be on forbearance starting on XX/XX/2022, due to COVID-19. I have a mortgage backed by XXXX XXXX  and I requested the forbearance from the servicing company LoanCare. I was also current with my mortgage, It was confirmed by an employee of LoanCare, XXXX # XXXX, that they will not make a payment for XX/XX/2022. Around the XXXX of XX/XX/2022, I realized that LoanCare tried to make a payment for XX/XX/2022, my bank denied insufficient funds, and LoanCare tried a second time with the same result. I immediately called LoanCare and spoke with a supervisor who confirmed and told me that he was seeing what was the mistake that XXXX # XXXX did, and because of that the system did not process my forbearance properly. He told me that he will fix this, he will need the help of four other departments, which will take a few days, but we will have time to finish this request before that LoanCare transfer my file to another servicing center XXXX on XX/XX/2022. Another issue was that by mistake I sent an extra payment in XX/XX/2022, thinking that my bank refused the regular payment but they did not. I asked LoanCare to refund me because I needed this amount very badly. That day, It was confirmed by this supervisor, that he will correct the forbearance and started it on XX/XX/2022 ( as they were denied with the payment, obviously XXXX wasn't paid ), he told me that I will be refunded for the extra payment in XX/XX/2022, and everything will be under control when they will transfer my file. 

Unfortunately, LoanCare did not do anything that the supervisor told me, even worse they tried to make a payment also in XX/XX/2022, twice, before transferring my file to XXXX, the new servicer. The major problem is that LoanCare applied my extra payment for XXXX, on the XX/XX/2022 payment, instead of starting the forbearance as confirmed by two different levels of employees. 

I found myself without the refund of {$670.00}, and without forbearance due to COVID-19. LoanCare knew that we had an issue, and they try to take XXXX 's payment like all is good. THEY TOOK MY RIGHTS TO BE ON FORBEARANCE DUE TO COVID-19. They treated me differently than other clients of theirs. I called the Social Media/Client Complaint Supervisor many times and she hung up on me and decided to never take my call again. 

I received many letters explaining that I was not eligible for forbearance because I was not XXXX months delinquent. They used the word " Loan Modification '' instead of Forbearance, to try to save themselves I guess. It was confirmed many times by XXXX XXXX  and CFPB that we do not need to be delinquent to start a forbearance due to COVID-19 for loans backed by XXXX XXXX XXXX So that letter was totally false. 

I never received the refund for the extra payment that I still more than needed. Now they always answer that I need to deal with the new servicer, LoanCare can not help me anymore, and that they will not refund me. All of this after I did what I needed to do to be on forbearance. I followed the rules, I am honest, I respected that mistakes can happen and I make another long call to a supervisor, which confirmed, ON A RECORDED LINE, that everything will be fixed, the forbearance and the refund. 

LoanCare did not respect their own words, through this supervisor and XXXX. 
This is pure discrimination, and that's enough, I don't accept that I was denied by LoanCare, and even when they knew that something was wrong, they continue to try to pass payments for XX/XX/2022. That caused irreparable damage to my business relationship with my bank. I have no choice now to close the account and change banking institutions to stop servicing companies trying to take payments when they are not supposed to. XXXX and Credit Bureaus are keeping the information and the numbers of Insufficient Funds in my account that passed and that might cause me real problems in near future. LoanCare did many mistakes and they have a responsibility, not me.

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