Consumer complaint received 2021-09-15
Company: LoanCare, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/XXXX I asked LoanCare if I qualitied for the Forbearance due to Covid related issues on my mtg.I was approved, IN XXXX of XXXX I contacted Loancare to come off the forbearance and work on a modification plan. I was told yes I qualitied for the Modification I called and called looking for the agreement and asking if it has been done and always got the run around. each time I verified with whomever on the phone that my credit was not being affected and they are working on it. I would call weekly as no one ever called me from LoanCare. Finally in XX/XX/XXXX a CS person told me I had the trail mod agreement and she read it to me as the offer was getting ready expire Yet I NEVER received it by mail, or email. I was told I could consent by phone, so I did and I asked for a copy of what I consented to which would have been the Loan Trail Mod agreement with details. I never received it. I called XX/XX/XXXX made the first Trail mod pymt of {$1100.00}. I asked for a receipt or confirmation number and the person could not give me one. I call back a few days later to verify they posted it and I saw it on my online portal. At the end of XXXX ( XXXX ) I received a letter of payment due in full I called and was told my payment was reversed and put on escrow, my mod agreement was cancelled, NO ONE ever called me. I then finally after day spoke to a " supervisor '' and was reassured that my payment would be place back on the loan as the mod payment and that my modification was cancelled in error and that was to be put back on the system and corrected and I was told that my loan was being sold on XXXX XXXX to XXXX XXXX. When I asked who requested my mod to be cancelled and who had my payment reverse NO ONE could tell me. ( At this time I still have not received the trail Mod  agreement ) however I did receive a letter of the transfer of servicing companies and I had received Escrow statements that were wrong. I made my 2nd Mod  pymt to LoanCare on XXXX, XXXX because no one could help me on the 2nd since my loan had been so messed up by LoanCare. I contacted XXXX XXXX ( my new company ) in XXXX to make sure they had all the facts and they in deed did not. They were not forwarded my complete file and they also did not have a copy of XXXX XXXX XXXX  agreement. When I contacted LoanCare again I was told they would send one and send me one. However what we both received was a letter typed up dated XX/XX/XXXX with details NOT the actual Trail Loan Mod agreement from XX/XX/XXXX. 
I reported this as well LoanCare. I made my 3rd trail mod pymt XX/XX/XXXX with XXXX funding and got a confirmation number right away. and was told they will work on the full Mod. As of XX/XX/XXXX ( 2 days after LoanCare transferred my loan to XXXX XXXX ) LoanCare shows reporting my loan as over 120 days late to all the credit agencies. When I was to be protected and my loan was sold. I emailed the only person that had been responding and she has someone call me on Monday XX/XX/XXXX and I was told it was in error as they transferred the loans they have to take them off of the credit reporting whatever and they failed to put them back on the protection therefore loans were reported to the credit agencies in error and showing several days late. IT dropped my score XXXX points. I was told she ( Mrs. XXXX ) would send the correction to the agencies electronic that day and she would forward me a letter of detail on letterhead, that I yet to receive to this day XXXX. I have called this company over XXXX times to say on top of the loan and continuously try to get my information from them and to make sure I stay protected as I was to be under the forbearance and as I went through the Trial Mod agreement. This company does not call back they put you on hold forever. I have sat on hold for hours at one time to get thing straighten out or to verify My home was still safe. They do not do as they say they are going to. I was told that they have some new people that just don't understand and are telling people wrong information ( does a customer need to hear this as we worry about our home at a time like this. ) This company never called- never returned calls- they took over 90 days to do a trial loan mod for me and I called them for assistance with this and I called to always follow up and check on. I was hoping to have all of this completed way before now as I worked on my Credit report so I can refinance. This company has yet to send me the actual Trial loan mod agreement and now they ruined my credit and can't even send be a letter of detail to how they were fixing my credit with a list of all the credit agencies they report to. Mrs. XXXX told me 4 agencies but I had only used 3 when I was a banker. Loancare has my call logs that list every time I spoke to someone and I have most if written down. There is no reason customers should get treated this way and made to worry about their family home especially when the customer is trying their hardest to work with the mortgage company

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