Consumer complaint received 2017-05-02
Company: LoanCare, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I received my mortgage through   XXXX   XXXX   in   XXXX   XXXX  . My loan was a FHA  Loan at a  fixed interest rate. My mortgage included the loan payment plus the taxes. I was told that I was responsible for my insurance. In fact, I was instructed to come to the Closing with proof of my  Home Owner 's Insurance.  I was told that that is  one of the requ irements for the FHA Loan ; I did as instructed. Before the Closing, I spoke with   XXXX   XXXX  , the  Loan Manager , about my interest rate of 6 % and asked for it to be reduced ; but, he said he could not reduce it yet.   XXXX   XXXX   promised me that if the mortgage was paid on time f or two ye ars, he would roll me into a lower interest rate based on the fact that the loan was an FHA loan. He used a special term for the process but, I can not remember what it is. He said the loan did not have to be refinanced.   Shortly after the Closing,  Lend America  went out of business. My loan was assigned to  Loancare  XXXX  . I noticed that my payments were gradually increasing. When I contacted Loancare Services to enquire why my payments were increasing, I was told that I did not have Home Owner 's Insurance on the property. I called   XXXX   XXXX   who was my Home Insurance Broker and told the representative and she sent proof to  Loancare   XXXX    to show that I have always had insurance on the property. The representative of   XXXX   XXXX   said she sent the same information  five ti mes to Loancare  XXXX . However, Loancare  XXXX  refused to stop the insurance that they had taken out. They kept adding insurance on my mortgage until the amount became too much for me to pay. I kept calling and spoke with several of their Customer Service  Representatives w ho did not care and were very rude. In fact,  one  of the Representative laughed and told me to do whatever I want to. According to the Representative, the insurance I had was not for the same house because the address of the house I insured was located on  XXXX , NY  XXXX  but the correct address is located on  XXXX , NY  XXXX . I explained to the Representative that during the Closing we were told that in order for us to receive our mails we have to use  XXXX , NY because the  XXXX   Post Office  was a small post office with only person working there so they did not deliver mail to my area. The  Representatives re fused to listen.   After  two year s, I also called Loancare   XXXX   and advised them of   XXXX   XXXX   XXXX   promise to me to lower my interest rate if I paid on time for  two ye ars. I asked for my interest rate to be lowered but was told that they could not do that. I also called  Loancare    XXXX   and told the Representative that   XXXX   XXXX   XXXX   name needs to be removed from the loan and the house because we went to court and the judge ordered that. The Representative said sorry there is nothing she can do about that. I received no assistance at all from Loancare  XXXX .   Several years ago, I tried to refinance the mortgage. I was given a private person who would not charge as much as the bank. When she reviewed my mortgage, she asked what is  " Overage.  '' I told her I did not know. She said I was paying a lot of money to "  Overage. ''  She said she needed to know what I was paying for so she could continue to pay on the new mortgage. When we called Loancare  XXXX , the Representative told her, she did not know what was included in "  Overage. ' ' That deal fell through. The lady said in the history of her career, she has never seen another mortgage as messed up as mine.   I am not sure who my Mortgage  Company is  because while I was in court with Loancare   XXXX  , my mortgage statements were being sent to me by   XXXX   XXXX  .   About  three  years ago,  one  Sunday I went to church and when I returned, my neighbor came to me and said  two   XXXX  men with a     XXXX   XXXX   and  XXXX  at the side of their heads came to him and asked him if I live in the house. He said he told them, " Yes, I live there with my son. '' But, they tried to convince him that I do not live in the house. The  XXXX  men asked my neighbor where was I. My neighbor said that he told them that maybe I went to church. They said no, I do not live in the house. Finally, they asked my neighbor to sign a paper saying I live in the house. My neighbor said he felt they were trying to trick him because why would they want him to sign a paper saying I live in the house when they were trying to convince him all long that I do not live in the house. My neighbor refused to sign any thing.      XXXX   XXXX   , the lawyer who is working on my case, gave me a copy of the last letter that was sent to her from the Bank Lawyer. The letter dated   XXXX   states that they submitted a letter of Entry to  the County Clerk  on  X/X/XX .   XXXX   XXXX   just received the letter   XXXX  . Why was that information withheld from my lawyer for so long?   Recently, I received a letter from a lawyer from down south informing me of a  Class Action Suit  against  Loancare   XXXX  because of them adding home owner 's insurance on houses where there is insurance already. This seems to be a common pra ctice of Loancare   XXXXXXXX .

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