Consumer complaint received 2022-08-22
Company: LoanCare, LLC
State: VA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
HiMy mortgage company took advantage of me. Im aware that The CFPB is closely monitoring servicer conduct to ensure that they are complying with all applicable federal consumer financial laws and assisting consumers with resolving delinquencies and preventing avoidable foreclosures. As part of this monitoring, Im aware that the CFPB will continue its heightened review of mortgage servicing complaints, including in particular complaints about challenges working with servicers to use HAF funds.

I have been impacted by COVID-19. On XX/XX/XXXX, I contacted my mortgage Servicer to let them know that I did not have the money to pay for my XXXX XXXX, XXXX mortgage bill, I have been impacted by COVID-19, and I asked what my options were at a time when I was still current on my payments. I told them I was aware of the HAF funds program opening in VA on XXXX XXXX, XXXX, and that I would apply that very day, but that theyre estimating 60-days before any payments covering my mortgage would be made. I specifically asked what contact information I should provide to Virginias HAF program, but I also asked what other COVID-relief remedies are available to me right now in the 60-day+ interim while I wait for my application to be processed. They told me there were no other remedies available. I called them every week in XXXX asking if any other remedies existed, I believe 6 times in total. I called them several times in XXXX asking the same question. I called them several times in XXXX. It wasnt until they told me in XXXX that my condo would be foreclosed upon in 10 days time that they told me I had another remedy available, to defer my payment through forbearance, a remedy I was told that had I employed back on XX/XX/XXXX on the date of my first call with them, I would not have had any delinquencies reported whatsoever. My mortgage company did not act in good faith towards me. I specifically asked them what COVID-relied remedies were available. I asked them a good dozen times and it wasnt until they told me Id be kicked out onto the streets in 10 days time ( even though they knew I was approved for HAF on XXXX XXXX, XXXX, and merely waiting for the payment to be sent to themand VAs HAF program was already in communication with them ), that they told me I had another remedy I could use to avoid foreclosure. They took advantage of me. They lied to me. They did not act in good faith to me. Conversely, I was overly diligent in my efforts to maintain good credit. I contacted them over a dozen times. I should not have to pay for their greedy, foul play lies that has negatively impacted my credit approx XX/XX/XXXX and XX/XX/XXXX with delinquent notices posted to my credit. Id like you to correct their foul play, their unfairness, what I would call gross negligence, on their part. What they did to me is not okay whatsoever.

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