Consumer complaint received 2021-11-19
Company: LoanCare, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I lost my job on XX/XX/XXXX, and applied for mortgage forbearance with Loancare, my servicer. I was told at the end of my forbearance plan, I could extend if my circumstances warranted, or if I was unable to continue making payments. I received an offer of employment and my XXXX day at work was XX/XX/XXXX. 

I contacted Loancare to inquire about my forbearance options and was told I could pursue a modification or a deferment of past-due payment amounts. I contacted them on XXXX XX/XX/XXXX and spoke with XXXX. 

XXXX told me my forbearance period ends XX/XX/XXXX and that the last day for me to call to set up arrangements for my chosen method of remediation was XX/XX/XXXX. 

I called again to confirm this information a week later, and it was confirmed. I have been receiving robocalls from Loancare routinely and called back and selected a loan modification on XX/XX/XXXX with XXXX. She said paperwork can take up to XXXX days and will be overnighted, requires me to get it notarized and send back asap. 

On XX/XX/XXXX, I got more robocalls from Loancare. I called back and received the services of XXXX who told me, in essence, if I was denied the modification ( this was the XXXX  I'd been told denial was possible -- ALL of the prior people I'd spoken to said it was an either/or situation and both were MY choice ) then I was on my own and would have to figure out how to pay back the payments due at the end of my forbearance period. This seemed XXXX to me, and made NO sense based on what I'd previously been told. She said it there were any liens on the property a modification is impossible. NO XXXX HAD EVER SAID THIS BEFORE. I do have a XXXX for a bathroom repair that was mandatory, not cosmetic. 

I escalated my call and requested to speak with a supervisor. After XXXX full hour on the phone, I was transferred to XXXX, who claimed to be a XXXXr in the escalation department. She stated she would be taking over my account and would ensure she saw it through to completion and resolution. She advised me to begin a mortgage assistance application, even after noting that XXXX had previously initiated XXXX already. I completed the application online EXACTLY as she had instructed. She also told me that a XXXX is not a disqualifying event for loan modification. XXXX promised to call me on XX/XX/XXXX or XX/XX/XXXX and would let me know status. She stated she would call XXXX and if she didn't hear from me she would leave a voicemail with her contact information. It's now XXXX on XX/XX/XXXX and she hasn't called. I have, however, gotten XXXX robocalls from Loancare demanding I call them back. 

I am on hold now, after first having spoken with XXXX today. She stated I have not completed the mortgage assistance application. I received a vague notice in my online Loancare account that I had " missing documentation '' but there was NOTHING specifying what was missing. XXXX informed me just now that I did not complete the required steps, including adding XXXX recent pay stubs and a personal expense statement. This was the XXXX I'd heard of either of these requirements, as I've gotten NOTHING from Loancare in the mail or via email stating what I needed to submit. I had assumed they needed bank statements and had already uploaded XXXX months of bank statements through their online portal. 

I am employed now, as of XX/XX/XXXX - but I have just been paid TODAY, so I do not have XXXX pay stubs to submit. 

My fear is this : the ineptitude of this loan servicing company is putting my ability to keep my home in jeopardy- not through ANY fault of my own. I have fully complied and communicated about my situation throughout, and have made multiple good faith efforts to obtain appropriate guidance about next steps and requirements for me to participate in a modification or deferment process. 

Each person I speak to at Loancare seems to have a different understanding of what's going on. No one has given consistent information. Every single time I've spoken with them, I'm given different information that in prior calls. I am doing EVERYTHING in my power to communicate and ensure a proper plan to resume paying my mortgage after forbearance is smooth and fluid transition. 

This company is awful and has not in any way completed their obligations to me as a consumer to ensure my mortgage forbearance is resolved. I am terrified they're going to continue failing to do their jobs and will put my home and credit in jeopardy. I am absolutely willing to resume payments ASAP and am complying with every request they have made. 

I am now being told by yet another Loancare employee, this time named XXXX ( XXXX ) that I shouldn't have had to do ANY of these things because my account had already qualified me for both programs. 

I am at my wit 's end. I don't even know what to do next. I need to keep my home. I can afford to keep my home. I'm simply trying to get my loan servicer to do their part so that we are on the same page.

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