Consumer complaint received 2021-02-13
Company: LoanCare, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
This company needs to seriously be put out of business! They have horrendous practices and even worse customer service. 
1. Over 10 years ago, I declared bankruptcy. My mortgage was not included and I have been working very hard to rebuild my credit. My mortgage with with a different servicing company at that time. 
2. This company keeps me in the " bankruptcy department only '' category and it is extremely hard to get any correct information about my account. 
3. This mortgage has been current for years. 
4. Due to COVID, I requested a forbearance. At the end, I applied for a modification in hopes of a rate reduction to lower the payments. XXXX XXXX relies on public schools and I am fearful of income losses getting worse by the end of this school year. They forecibly kept trying to get me to continue the forebearance like I would have so much money at the end to just pay them then. I sent in my paperwork for the application for modification I called for the status atleast weekly. At one point was told it was in underwriting. I never rec 'd anything. I then suddenly got a letter that the derferal was approved. I called because I discussed this many times with loss mit. 
5. I just wanted to move on and hoped I would not have to worry too much about this. I began making payments right away at the amount I had been paying prior to covid. In XXXX. I rec 'd a letter that my account was 3 months behind. I verified the payments had been made with my bank first, then went to check my loan care account online. I was locked out. I called and was told that my payments were there but " in a suspense account and it will all catch up once they are done updating deferral details. its in good standing though. There will be an escrow shortage and a statement will generate once everything is caught up for the difference. " I continued to make the monthly payments. 
6. XXXX. I rec 'd a statment for approximately {$63.00} and paid it believing this must be the escrow shortage that they told me to expect. 
7. 2nd week of XXXX. I rec 'd a statement showing that I am now suddenly 1 month behind, with 1 month due a week and a half ago. Plus late fees. I called in immediately. Calling is near impossible with this company. I urge you to try to get through. I was told again that the system was finally catching up and that I do owe the two payments, but the late fee was waived because it caught up AFTER the last statement went out. I asked if once I pay the 2 payments, my account would be fully caught up. I was assured it was fine and that this was the last time it would happen. 
8. I got a notification from my credit reporting app stating my credit score went down last night. I looked to see it shows that Loan Care is reporting me as 30-60 days past due but does not show when. I called in again and was told that the service agent agrees it it not my fault. She will put in a " ticket to see IF they will review it. '' I had asked why I can not get into the online account. She told me that it was because the system thought I was in poor standing. She put me on hold and said that she talked to the IT team and they are going to help me get back into my account. I got on with them and was belittled and talked to like I am some kind of low life. The exact words were, " MAAM! DID YOU REALLY THINK THAT YOUR PAYMENT WAS GOING TO BE {$64.00} FOR THE ENTIRE MONTH OF XXXX? FOR A MORTGAGE? AGAIN MAAM, FOR YOUR MORTGAGE? COME ON NOW.. '' I was now furious and asked to be put back in touch with the person I just spoke to. No. I asked her to look up the statment from XXXX She refused, but did mention that the {$64.00} payment was ... .YET AGAIN IN A SUSPENSE ACCOUNT. Something very wrong is going on here and it needs to be investigated. They are getting complaints all over the place. I have never seen so many for one single company and it is high time they need their accounting practices investigated!

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