Consumer complaint received 2021-05-26
Company: LoanCare, LLC
State: NJ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
This is the second time I am filing a complaint against my mortgage servicer- Loan Care llc . The first time was recently and Loan Care never actually responded. Since around XXXX of XXXX, I have been trying to take advantage of the lower interest rates. I tried refinancing with several other companies and was advised, though my credit rate is excellent, I dont make enough money to get a lower rate. I then went to Loan Care. They advised me to first apply for a refinance, which I did. I sent all the documents required in a timely manner. I was again rejected because my debt to credit ratio was a bit to low. I was then sent to their loss mitigation dept in XXXX of XXXX. I have been again sending all required documents requested in a timely manner, several times. I had a feeling they were purposely making it difficult because they didnt want to treat me in a fair manner. Finally after 5 months of going back and forth with them, I was told on the phone they dont do loan modifications if my account is not behind. I asked why did it take 6 months to tell me that? I requested that decision in writing. A few days ago I received a letter saying I was denied because I didnt send my documents on time. That is an absolute XXXX. So, I need to know what my next step is. I will be contacting XXXX XXXX who own this mortgage as well as the XXXX XXXX XXXX. I am stuck with a mortgage rate much higher than the current rates. I filed for bankruptcy in XXXX of XXXX and eventually got my credit rating back up to excellent. Must I again file for bankruptcy// I really dont feel I should have to. I know part of the current care act XXXX XXXX  offers Flex Modification programs. I dont care what you call it, I should be able to take advantage of the current lower mortgage rates. My credit is excellent, but I am on a fixed income. I need to be treated fairly and honestly and Loan Care llc refuses to do that. Please help!!! My current age is XXXX. The house I live in has been refinanced several times and I even was one of the first people to get a loan modification through President XXXX making home affordable program, even though it tookl two years and a bout of shingles. i was never late then either. i know i fall into the financial bracket where a flex modification program would fit me perfectly. my equity is not enough for a reverse mortgage yet. THOUGH MY MORTGAGE IS NOT BEHIND, IT IS A CONSTANT STRUGGLE TO KEEP UP WITH IT. I thought that was the purpose of a flex modification, to avoid getting behind. LOAN CARE LLC, IS A HORRIBLE COMPANY to deal with. The absolute worse I have ever dealt with. I will also file a complaint with the XXXX. I WONT give up until I get what I should. l want LOAN CARE LLC TO ACT in good faith-either refinance my mortgage to a lower rate or give me some type of help until I have enough equity to get a reverse mortgage.

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