Consumer complaint received 2022-08-19
Company: LoanCare, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX i called to My loan care requesting all payments information and forbearance information Result no received XXXX XXXX I received payments information and forbearance amount due. 

XX/XX/XXXX I called to loan company spoke with 4 different agents 2 customer services 2 loss mitigation forbearance. which nobody could explained the payment table that they send agents name XXXX, XXXX, XXXX XXXX. 
1 one agent only mentioned that amount due that was stop during Forbearance plan will be applied to the end of the mortgage. 
which I asked why if is at the end of the loan they are including again those payments to the mortgage making this to pay double the amount of the amount due in forbearance plan, this agent XXXX put me on hold and hung up to me XXXX XXXX I called again to forbearance mitigation dept. I spoke with XXXX XXXX trying to make her to explain me why they add the suspend payment forbearance to the mortgage amount making this to increase the mortgage amount again, if at the moment before of such forbearance mortgage debt was lower of what is now. i mentioned her that why that is happening and her answers was completely out non sense saying that I own again the price of the property and until i don't pay the total price again of the property i can't pay the amount due of the forbearance, which i told her that is double Dipping, fraud charging me twice the amount of the pause mortgage payment. and she reply with a deferment plan that I accepted, which i replied that did not accept anything after forbearance plan, and I ask her to send me such document to my email and home domicile, I ask her if such mortgage on XX/XX/XXXX was $ XXXX why they sum/add again a stop/suspend payment increasing the mortgage again to $ XXXX making me this to pay twice the mortgage again. she mentioned that is not like that is a deferment payment which again I ask her that is wrong and numbers don't lie, if I was in $ XXXX on XXXX that $ XXXX that was stop/suspend payment by the forbearance plan can be paid now or later but the payment that i have been resume payment must be apply to $ XXXX same at the moment of the forbearance start not to $ XXXX, resume payment on XXXX this to $ XXXX at this moment and by the end of the loan like she said I have to pay the due amount of $ XXXX only and she keep saying is not like that, $ XXXX must be added XXXX and total of {$290.00} and you must keeping made your payments and in 30 years you pay the XXXX which I told her is a very clear double dipping and fraudulent what you are doing. and after back and forth asking question without non sense answer. i have to come and file this complaint demanding deferment agreement signed, dated and approved by XXXX XXXX, also a full disclose by writing of the XXXX, including 1.why adding suspend payment to the mortgage loan 2.why mortgage increase if is a stop payment 3.why due stop/suspend payment can't be pay now, 4.who own the property, and full clear disclosure 5.investor information 6. penalties. 
also provide in full disclosure, how this company is not in violation of FL. St. 817.545, Code 18 U.S. Code 1341, 18 USC Ch. 47 ( all Sections )

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