Consumer complaint received 2016-06-02
Company: LoanCare, LLC
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Last year I went through bankruptcy ( Chapter XXXX ) and I affirmed my mortgage. My loan was through XXXX at the time. My bankruptcy was final in XXXX XXXX and my husband was still out of work so I contacted XXXX to discuss options. I started a loan modification. I was to not make a payment in XXXX, then make XXXX payments at the loan modification amount, then my loan modification would be finalized. I made each payment in full on time. XXXX then sold my loan to LoanCare. During the time that the paperwork was being transferred, I was told to make payments to XXXX, which I did through XXXX XXXX, XXXX. I contacted LoanCare in XXXX XXXX after receiving a statement showing that I owed the original amount of my loan and was connected to bankruptcy/loss mitigation. I spoke numerous times with a loan specialist and finally received my final loan modification paperwork XX/XX/XXXX, which my husband and I signed and promptly returned. The Deed of Trust and Assumption of Loan were filed with the XXXX County Recorder 's office on XXXX XXXX, XXXX. Keep in mind that I have faithfully made my loan modification payments this entire time and kept getting notices from LoanCare stating that payments in an incorrect amount were due. When I called LoanCare each month they told me to disregard the notices, that they are automatically generated and are not reflective of what is in their system. I have repeatedly requested that they update their system and stop sending me incorrect notices. Throughout my entire time with LoanCare I have not been able to log onto their system because the system is not updated and I have the option of paying {$15.00} extra to make a pay-by-phone payment or mail a check. In XX/XX/XXXX, to avoid paying the extra {$15.00} I mailed a check to LoanCare using the address on the incorrect statement that they sent me. I mailed my check approximately a week prior to XXXX XXXX. I then watched my bank account. After not seeing the check post on the XXXX, I contacted LoanCare - of which the representative said that my check had not been noted as received, but it may be because I was supposed to mail it to a different location and if the check was received at the address on the statement, my check would have been forwarded to another location for processing due to my account marked as loss mitigation. My check cleared a couple days later. Last month a man was walking around the front of my house taking pictures of my home. My neighbor contacted my husband ( who was home ) and my husband went outside to speak to the man. He stated he was taking pictures for LoanCare - why are they taking pictures of my home without informing me and what are the pictures for? This morning I called to make my XX/XX/XXXX payment. I first called and was told that I needed to speak to someone in bankruptcy but they were in a meeting and I needed to call back in 1/2 hour. Then I called back and the representative stated that I did n't need to speak to bankruptcy, that she could accept my payment ( of course with the {$15.00} extra fee ). I again complained about the incorrect statement. She again stated that the statement is automatically generated and to disregard. I became angry and requested that I be put through to the person that handled my loan modification because their computers should surely be updated by now and I am done receiving incorrect statements and sending my money to a company that obviously does not communicate between the different departments. I left a message for loss mitigation department ( the person that handled my loan modification ). Before I received a responsive telephone call, I received a call from a debt collector - XXXX XXXX - regarding my LoanCare loan. I am concerned that LoanCare is misappropriating my payments, sending me false statements and may attempt to sell my house out from under me.

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