Consumer complaint received 2021-11-15
Company: LoanCare, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
THE COMPLAINT TO XXXX XX/XX/2021 I obtained an FHA loan when I purchased my home in XXXX, CA, which is close to XXXX XXXX. My loan servicing company is XXXX/LoanCare. My loan number is XXXX. I was on forbearance and they offer me a loan modification package. I was about to sign that contract, but a second contract arrived with significantly different terms. When I called to enquire about the second contract, none was able to tell me why there were two conflicting offers on the table and I was advised not to sign that contract. They also informed me that I could apply for a lower interest rate. Had I not received a majorly conflicting second offer, I would have signed the first one and my loan modification would have been successfully over. I sent an email in XX/XX/XXXX to the loan modification department and enquired about the reason for the second package and requested clarification. Additionally, since I was given instructions as to the fact that I could apply for a lower interest rate ; as well as a precise list of documents that were necessary for this to happen, I simply sent that email in XXXX requesting clarification AND I requested a lower interest rate & I included ALL THE DOCUMENTS THAT WERE REQUESTED FOR THIS PURPOSE. THEY NEVER TOLD ME THAT MY COSIGNER WOULD BE INVOLVED IN THIS PROCESS OR THAT I HAD TO PROVIDE ANY OTHER DOCUMENTATIONS IN ADDITION TO THE EXACT LIST OF DOCUMENTS THAT THEY REQUESTED BEFORE MY EMAIL OF XX/XX/2021. The email that was sent inXX/XX/2021, was never answered and I was advised to wait, every time I called. So, I waited. I was NEVER TOLD that if I do not accept " THE OFFER '', I would forego of my chance to ever have a COVID DISASTER MODIFICATION in the future. Additionally, I was never told which of the two offers was " THE OFFER '' that I was supposed to sign. As a result of above, I kept waiting for a final clarification EMAIL RESPONSE and every time I called, they advised me to wait. I waited. My email of XX/XX/XXXX has never been responded to up to this date. I still do not know which is the actual final offer. Suddenly, recently, I was requested to provide exhausting number of very detailed additional documents ; several over-reaching terms and agreements and forms were included. They also asked for an extremely over-reaching list of documents FROM MY COSIGNER. I was never told that I would have to provide more documents than what I WAS TOLD TO PROVIDE BEFORE my email 0f XX/XX/2021. Had I been told that my co-signer would have to provide such high number of intrusive and over-reaching information as well ; I would have never considered asking for a reduced payment amount than what was offered in the original agreement. I am being told now, that I can't have the terms of the original offer, because I did not sign the original agreement. They still have not responded to my email of XX/XX/2021. They have not provided me with a second offer. I am being told that if I don't agree with whatever terms that they decide on, I would lose my home to foreclosure. However, there is no offer at this time at all. My cosigner is not willing to provide those intrusive and over-reaching number of documents. I am under a great deal of XX/XX/XXXX, I can't sleep, I have become severely ill with XX/XX/XXXX, XX/XX/XXXX, increasing XXXX XXXX XXXX and I do not see any reasonable conclusion to this ordeal in the horizon. PLEASE HELP. Please kindly email me back and help me defend myself against this lender that is threatening foreclosure and perpetrates such inappropriate acts.

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