Consumer complaint received 2022-01-05
Company: LoanCare, LLC
State: NC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I already submitted CFPB complaints for both XXXX XXXX  ( # XXXX ), as well as LoanCare ( # XXXX ) related to my mortgage. See attached complaints as reference. These complaints were related to XXXX 's mishandling of my mortgage account by failing to properly process my COVID forbearance/loan modification, and then reporting my loan as delinquent when I had at all times paid my loan and on time, and then selling my loan to LoanCare before they fixed the problem, including misrepresenting to LoanCare that my loan was delinquent. THAT problem has now been fixed - LoanCare offered me a loan modification to cover the period of XX/XX/XXXX to XX/XX/XXXX, and as of XX/XX/XXXX my account has gone into repayment via auto-debit. See attached loan modification docs, including loan modification summary, as well as proof of my mortgage payment since XX/XX/XXXX. 

However, now LoanCare, despite not even acquiring my loan until XX/XX/XXXX, falsely reported to the CRAs that my account was XXXX delinquent for XX/XX/XXXX and XX/XX/XXXX a period of time that is covered by my forbearance, including : To XXXX XXXX reported delinquency for XX/XX/XXXX see attached documents To XXXX - LoanCare reported delinquency for XX/XX/XXXX see attached documents To XXXX - LoanCare reported delinquency for XX/XX/XXXX and XX/XX/XXXX see attached documents XXXX or other CRA reporting unknown This is a violation of the CARES Act, yet despite my direct attempts to get LoanCare to correct any negative reporting to the CRAs, they refuse to do so. After my call to them in XX/XX/XXXX requesting that they immediately fix the negative credit reporting, I received a letter response telling me that they refuse to take any action see attached. I asked the person I spoke with to take personal responsibility for seeing the issue through and staying in contact with me until it was done, however, she advised me that she could not do that nor could she let me speak to anyone who could. 

Today ( XX/XX/XXXX ) I spoke to another escalation member who refused to take any action on my behalf claiming that because XXXX sent my loan to them as delinquent they will not change any negative credit reporting, despite the fact that I explained that these issues were already the cause of multiple CFPB complaints that have since been resolved. This representative XXXX  would not allow me to speak to anyone else to escalate my complaint, and she said I would receive a call back however in past all this means is that I will get an automated message from Loancare to call their customer service line, but no one from LoanCare has EVER called me directly despite multiple requests I have made for this. I tried to call the XXXX XXXX XXXX XXXX at XXXX, but they will not allow you to be connected with anyone nor will they allow you to leave a message. The extension they give is # XXXX, but it is not possible to reach anyone there, and it cuts you off/drops the call before you can leave a voicemail. From the number of times Ive interacted with LoanCare I very much think this is intentional. I very much think this company needs to be investigated for fraudulent business practices and the intentional mishandling of customer issues. 



My requests : ( 1 ) LoanCare to report ALL past payments as made on time and correct any negative reporting/reporting of delinquent payments, and to do so immediately as I am in the process of trying to refinance my home and can not do so with this false reporting on my credit reports.

( 2 ) I would like information on how to pursue a cause of action/compensation against LoanCare for their knowing violation of the CARES act, conduct which has prevented me from being able to refinance my mortgage loan which has a monetary impact on me, as well as compensation for the pain and suffering I have endured because of LoanCares mishandling of my mortgage account.

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