Consumer complaint received 2022-07-27
Company: LoanCare, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was unable to make my mortgage payment for several months due to Covid 19 and loss of income. When I resumed making the payments, I starting making biweekly payments. The payments were not being applied. I make several payments before I realized that the payments were being sent back to me and/or redeposited in my bank account. I called LoanCare to inquire as to why you would refuse my payments and was advised that because I was late, no further payments could be applied to my loan unless I paid the delinquent balance in full. This I do not understand. Your refusing to allow me to make payments forces me to be further behind and possibly sending me into foreclosure. At that point I had no choice but to begin a modification. 
This process took over a year to complete. I had to start the process over again once because you needed paperwork from me but never bother to tell me or request the documents from me. So you closed my application and I had to start all over again. I called and called and called during this time to make sure I was doing what I needed to do, since I had already experienced shady business practices. This process still took over a year to complete after I sent document after document to get this done. 
I finally get this done and get my paperwork to sign for the modification and it contains my ex-husbands name. I asked twice for this to be corrected and I received the incorrect documents yet again. My ex-husband was never added to the deed of my home. I had to prove that myself by providing you with a copy of the recorded deed. Then and only then did you finally send me corrected documents to be executed. 
Come XX/XX/2022, I called in to set up an ACH withdraw for my mortgage payment. Again, I wanted to make bi-weekly payments and I wanted to have it come out directly. At the time I was told I would need to make the first payment in full then I can set up my ACH for bi-weekly payments thereafter. I said OK I will wait until XX/XX/2022 to call back and make payment. I asked how much my payment would be just to make sure. I was advised {$770.00}. Of course I questioned that and advised my paperwork says {$1500.00} something I dont remember the exact amount. I was told repeatedly that my payment was only {$770.00} for three months for a trial basis. So I called back in on XX/XX/2022 to make my payment. The person on the phone took my payment and told me yet again my payment was only {$740.00} for XXXX, XXXX and XXXX. 
I received a call from you shortly thereafter from a collector, telling me that my payment was late. I advised what I was told and he said, yes, I see that and we got off the phone. 
I went online for my XX/XX/2022 payment. Went to the payment tab and sure enough it stated the amount due was {$740.00}. I made my payment accordingly. 
I again received a call from your office again shortly after the XXXX payment was made. This gentle was extremely rude. While I was on the phone with him I logged into my online account. I could see that my payment had be made and that I was due for XX/XX/2022. While I was on the account the very rude man changed it. My account flipped from being current to it being late. My account was clearly set up for a test payment plan for {$770.00} for three months and changed at that very moment. 
Now my funds are being held and have not been applied to my account and my account is two months past due already and I am being asked to come up with {$1800.00} a week away from my next mortgage payment being due, which should have been only {$770.00} as I had been told on several occasions. 
I understand what my paperwork says, but I always understand what I have been told by your company on several occasions and I expect that to be honor as good business practice. You have record of these conversations and I have received confirmation of that from your employees that there are records of these conversations. In note and recordings. I can see being told one and claim that as an error but I was told in three different conversations of these as fact.

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