Consumer complaint received 2023-02-23
Company: LoanCare, LLC
State: MO
Product: Debt collection
Sub-product: Mortgage debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Seized or attempted to seize your property

Complaint:
My home is actively in foreclosure, sale date rapidly approaching on XX/XX/XXXX. I have been working all month to try and get them any and all paperwork they need to proceed on a loan modification or a repayment plan, but I am now told they can not proceed because there is not enough time to review my paperwork before this sale. There would be time to review if a hold was placed, or if I had been contacted at all by LoanCare before it was put into foreclosure again, and I was not. 
My mortgage company is 'XXXX  ', but all my loan assistance and foreclosure dealings are through 'LoanCare '. I have been dealing with this for many months, even more than a year, trying to get things straightened out, submitting all paperwork requested, not hearing from a LoanCare representative, and while waiting for contact, my foreclosure continues. 

Over the pandemic, I was put on a Forbearance program. After the forbearance, I was put on a trial payment period. Sadly, one of my trial payment checks did not reach LoanCare in the mail, I was not contacted by phone or email, and eventually my following payments sent started to come back to me. I was contacted by a local law firm that my house was actively in foreclosure. 
In XX/XX/XXXX, my foreclosure was stopped, and I was told by LoanCare a loan modification/mortgage assistance application packet would arrive in the mail within 30 days. It did not. I contacted LoanCare and was told it could still be in the mail. My house was once again put in foreclosure ( I received another letter from a local law firm, not LoanCare ). 
I again called and explained. I was told the foreclosure was put on hold, and this time I was sent the paperwork and documents requested via email on XX/XX/XXXX. I submitted all documents that day, I was told to wait 3-5 days after submitting. 
Since then I have been on the phone every few days, trying to get an update, asking if they need any additional documents to proceed. As of yesterday, XX/XX/XXXX, my request was for a hold on the foreclosure was denied, and my paperwork and documents deemed 'not submitted in enough time to process before foreclosure '. I have requested yet another hold, as the Foreclosure sale rapidly approaches and my family is terrified of being forced out of our home. 
There has been little to no communication from LoanCare via phone, email, or mail. My wife and I are employed full time and can afford a monthly mortgage payment. We have a XXXX daughter and we are caretaker for my mother-in-law, who is in the final stages of XXXX. We can not lose our home, and have tried for MONTHS to make right by LoanCare, and feel we are being stalled out, or we are a vicim of 'Duel Tracking '.

I am just desperately reaching out to anyone who might be able to help and be on our side as we do anything to avoid the sale of our house. Please let me know if anything can be done, this has been a very difficult, frustrating, and heartbreaking experience.

One of the most frustrating things is the lack of paperwork, emails, any sort of paper-trail from LoanCare that can prove my willingness to reach a resolution.

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