Consumer complaint received 2016-08-30
Company: LoanCare, LLC
State: UT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have an FHA home loan that is being serviced by Loancare. I fear that I may lose my home to foreclosure due to Loancare 's negligent business practices. I have spent the last year trying to get Loancare 's agents to work with me, but can not seem to get any results. I am now in foreclosure with a sale date and and need your help. On XXXX XXXX, XXXX, I purchased my home with FHA financing and for the next 7 years, I made my payments on time and as agreed. The last refinance was XXXX/XXXX/XXXX and at the time I made a very comfortable living, but then tragedy struck. On XXXX XXXX, XXXX, while working I swerved to miss a deer, my load was top heavy and it caused my XXXX to roll. Following the accident, I was unable to work. After a year of making ends meet, we depleted our savings. Around XXXX of XXXX, I contacted Loancare to tell them about my financial hardship and to let them know my home loan would go into default. They sent me an application to fill out and requested a bunch of financial documentation from me.I put everything together and sent everything they asked for, however, they claim they did n't received it, so I sent it to them again. Then they claimed that things were missing, so I sent everything again. I ended up sending in the same documentation to Loancare three times and then they closed my file. Without letting me know, on XXXX/XXXX/XXXX, Loancare filed a Notice of Default against my property and I was bombarded by marketing from Attorneys and Real Estate Agents. Loancare did n't even have the common courtesy to call and let me know that my file was still incomplete or send me a letter advising the documents they were missing. Once I found out about the notice of default, I called Loancare, but they refused to speak with me and that I had to " speak with their attorney ''. I contacted their Attorney who told me that I either needed to pay the full default amount or they would take my house away. I asked about payment options, and he TOLD ME TO SPEAK WITH LOANCARE. So I have Loancare telling me to speak with their Attorney and I have their Attorney telling me to speak with Loancare? Clearly, I was on my own. Since Loancare would not speak to me and their attorney wanted the full amount due, I was forced to file for bankruptcy as the only way for certain that I could stop the foreclosure sale. I have been mistreated by everyone. You always hear about how the banks want to help you avoid foreclosure and there 's " free '' help to avoid foreclosure. I 've tried getting help both from Loancare and from the non-profit housing agency, and neither of them helped me at all. I have done my own research on my options, and have learned a lot and have determined that I have been severely mistreated by Loancare. Here is what I learned : ( 1 ) FHA has an unemployment program that I was never told about, and was never offered to me. Why? I was struggling and never knew this was an option. ( 2 ) I should have a single point of contact at Loancare. I never got one. Every time I spoke with Loancare I had to speak to a different person. ( 3 ) When the Notice of Default was recorded, they could have still evaluated me for hardship relief. Instead, they told me to talk with their Attorney. ( 4 ) FHA offers several different options to help me keep my home, and Loancare has never told me about nor reviewed my loan for any of them. ( 5 ) Loancare was suppose to evaluate my file and inform me in writing of any outcome. I never received a call, let alone anything in writing. My wife and I are back on our financial feet and can afford our house payment and I struggle to understand how to resolve my crisis and need some help. Loancare Agents are denying me access to these programs as if they want me to lose my home.

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