Consumer complaint received 2022-01-16
Company: LoanCare, LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
The purposes of my complaint against LoanCare are to ( 1 ) communicate with LoanCare representatives about the status of the sale of my home at XXXX XXXX XXXX, XXXX, XXXX, DC XXXX, ( 2 ) determine options to prevent foreclosure while the sale of my home is pending and ( 3 ) request that LoanCare designate 1-2 manager ( s ) for me to communicate with on a regular basis, their telephone numbers, including direct extensions and E-Mail addresses. I am forced to communicate with LoanCare staff through a CFPB complaint because when I have spoken with LoanCare representatives, they do not keep accurate notes of my previous discussions with them and when I have asked to speak with a manager, I am put on hold for an extensive period of time ( exceeding 45 minutes ) with no response or I am told that a manager will contact me. However, a manager never returns my phone call. The specific details with regard to my complaint are provided below. 

1. Status of the Sale of My Home As previously stated in CFPB complaint XXXX dated XX/XX/XXXX, I have a ratified sales contract on my home at XXXX XXXX XXXX, XXXX, XXXX, DC XXXX XXXX The settlement was initially scheduled in XX/XX/XXXX. However, due to an unanticipated title issue, the closing has been postponed pending the title companys receipt of specific documentation. It is estimated that the settlement will occur in either XX/XX/XXXX or XX/XX/XXXX. XXXX XXXX, the buyer who has a ratified contract on my home, is living in the home temporarily because she planned to settle and move into her new home in XX/XX/XXXX. Please note that there is no formal rental agreement because XXXX XXXX plans to buy the property. Any income that is collected by my real estate agent, XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX, will be applied as a seller credit on the settlement sheet at closing. XXXX XXXX also received a seller credit for the inconvenience of her having to extend her lock on her interest rate with her lender. A copy of the ratified sales contract is attached for reference. The Multiple Listing Service ( MLS ) number on XXXXXXXX XXXX and other real estate sales websites is MLS # XXXX and the MLS shows that the sale of my home is pending. My real estate agent, XXXX XXXX 's contact information is as follows : E-Mail : XXXX Office Address : XXXX XXXX XXXX XXXX, Washington DC XXXX Cell Phone : ( XXXX ) XXXX XXXX. Options to Prevent Foreclosure In XX/XX/XXXX, I moved into an apartment located at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, MD XXXX. I have not been able to continue making mortgage payments until the sale is finalized because I have to pay a monthy rent of {$2100.00} which is higher than the mortgage. I have painful XXXX in my back and hands that is debilitating and impacts the quality of my daily life. I vacated my home because I was having difficulty walking up and down the stairs due to XXXX and for other health and safety reasons. I have not made a mortgage payment since XX/XX/XXXX and am very concerned about the possibility of foreclosure, particularly since the home is occupied by the prospective buyer. 

My real estate agent XXXX XXXX advised me not to pursue forbearance because it may give the false impression that I am breaching my sales contract. I have every intention of selling my home as soon as possible. I would like to know whether a temporary forbearance for 2-4 months maximum would create an obstacle to the sale of my home, such as potential miscalculations of mortgage fees, interest and/or penalties, at settlement. As I mentioned previously, I am experiencing health problems that may support the forbearance.

Please advise me of any all potential options to prevent foreclosure until the sale of my home is completed in either XX/XX/XXXX or XX/XX/XXXX. 

3. Regular Communication With Designated LoanCare Representatives I am requesting that LoanCare designate 1-2 LoanCare managers with whom I can communicate on a regular basis by telephone and E-Mail. I prefer not to communicate with nonsupervisory employees. This would allow me to keep LoanCare staff abreast of the sale of my home and/or other pertinent information. The LoanCare managers can also keep me informed if foreclosure is imminent. Please provide the names and E-Mail addresses of designated staff who can communicate with me on a recurring basis and who return phone calls. This will eliminate the need for me to file complaints with the CFPB due to LoanCare staffs consistently poor customer service. 

I can be contacted by cell phone at ( XXXX ) XXXX, by E-Mail at XXXX, and by mail at XXXX XXXX  XXXX XXXX XXXX, XXXX XXXX, XXXX, MD XXXX. Thanks for your prompt attention to this matter.

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