Consumer complaint received 2018-01-26
Company: LoanCare, LLC
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, Loancare LLC acquired my mortgage from XXXX XXXX XXXX XXXX. All of the initial documentation I received had just myself listed as the borrower on the loan. On XX/XX/XXXX, I received a monthly statement and Form XXXX from Loancare LLC which now had a co-borrower listed on the account. I immediately tried to contact Loancare LLC on the number they had listed for customer service during listed business hours. I received a message that stated that if I am receiving this message they apologize and to call back during normal business hours. I tried calling several more times on the XX/XX/XXXX to see if I could get through. I could not, receiving the same message each time during normal business hours. I then went to Loancare LLC 's email communication site and initiated communication via email. I stated on the email that Loancare LLC had put an invalid co-borrower on my loan and she needed to be removed immediately as the paperwork and fee 's were completed in XX/XX/XXXX to have her released of all liability from the loan, to which there are letters and paperwork in the loan file they have that also state that. I then tried several times on XX/XX/XXXX and received the same message. I began calling Loancare LLC at XXXX XXXX Pacific Time on XX/XX/XXXX. This time their message had changed to they are having a  large call volume and to enter my phone number and as soon as a customer service rep. was available they would return my call. By noon on the XX/XX/XXXX, I had not received a call back so I again called and got through to a customer service rep. The female that answered my call was initially cordial, but quickly deteriorated. I asked her to please have my ex removed as a co-borrower as she had been removed by my previous lender, XXXX XXXX XXXX XXXX. She then stated that my ex is a co-borrower and they will not remover her unless I could provide proof, which is in the loan documentation they possess. I again reiterated that she needs to be removed because they have illegally inserted a co-borrower into my loan. She replied that they have done nothing illegal and refused to remove her. I again replied that they have the proof because they have all of my loan documentation from my previous lender. I began to become very upset that there was no willingness to help or even find anyone to look at my loan docs. I asked her to transfer me to a supervisor. I was placed on hold. I stayed on the line for approximately 20 minutes and no one ever picked up the phone. I then immediately called XXXX XXXX XXXX XXXX and had a customer service rep. on the line within minutes. The gentleman was very cordial and helpful as they always have the pervious 5 years of my loan. I asked him if they still had any of my loan documentation. He said they keep all of my docs. I asked him if I was the only borrower on the loan to which he confirmed I was and proceeded to tell me my ex was removed in XX/XX/XXXX without me even asking. I asked if he could send me the letter from XXXX XXXX XXXX XXXX that released my ex of all liability and removed from the record. He sent it to me while I was on the phone with him via email. I also asked him if Loancare LLC would have received all of this same information in the loan package which he replied " YES ''. Immediately after talking to the rep. from XXXX XXXX XXXX XXXX, I again emailed Loancare LLC and attached the letter confirming I am the only borrower on the loan. I again received and auto-reply mail from Loancare,  in which it also stated that I would have a response within 5 business day. Those 5 days have come and gone with zero communication from Loancare LLC. I have read many complaints against Loancare LLC of their customer service and professionalism and I feel that I have no other recourse other than filing a complaint.

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