Consumer complaint received 2025-06-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: CA

Complaint narrative:
b"I was a borrower who had hardship due to covid-19 and was put in a forbearance during the covid-19. Upon coming out of the forbearance had requested loan modification assistance or other alternatives but only provided partial claim I received two XXXX  mortgage relief grants bringing my mortgage current up until XXXX XXXX once again I had requested assistance via email through online portal application and contacting the service provider of the mortgage requesting unemployment forbearance payment supplement plan and never receiving those assistant options even though I was part of the covid-19 recovery borrowers and under FHA guidelines should have been automatically elevated to an unemployment forbearance during my a hardship also applying for disaster relief forbearance due to the fact that my area had two naturally declared disasters and foreclosure moratoriums that I was not provided only provided partial claim offers that would not have benefited my situation and making the servicer well aware of that incorrect information provided by multiple different service reps stating that I didn't qualify for those options but not giving a reason why ultimately receiving a approval for owner occupied loan modification in XXXX XXXX with the point of contact mortgage advocate that I should have been able to contact directly but the document does not provide a direct line of contact via phone number or email just a name of a person that when calling into speak with that person other Representatives tell you that they don't have the ability to forward you to that person or being told that they don't know who that person is and all of the reps telling me that they could assist me alone modification approval received XXXX XXXX XXXX  states that I would be receiving the modification paperwork within 15 days on the same day a in XXXX  a notice of trusty cell was recorded with county clerk with an original sale date of XXXX XXXX XXXX that was postponed to XXXX XXXX XXXX XXXX my original loan modification approval was not due to expire until XXXXXXXX XXXX XXXX XXXX but upon receiving the document dated XXXX XXXX XXXX it was not for the approved owner occupied modification it was for a partial claim so once again an error had been made by the mortgage servicing center I got in contact with a representative in late XXXX  after sending emails trying to address the error that was made and in late XXXX being told of the foreclosure that was scheduled for XXXX  in the same conversation being told that they would put a stop to it and submit for the loan modification documents to be adjusted and corrected in between the time frame for the adjustment and correction to be made a postponement date of the foreclosure was scheduled for XXXX XXXX XXXX I received the loan modification agreement packet dated XXXX XXXX XXXX  so during the whole duration of approval review errors made on their part and corrections need to be made a foreclosure was in process so a dual tracking violation was clearly taking place after receiving the updated loan modification contacting the mortgage servicing center about a possible adjustment to the start date of the modification due to the rural area that we live in the difficulty in getting a notary awaiting a hard copy of a driver's license in order to receive the notary and calling in explaining that we wanted the loan modification but if a simple adjustment of the date could be made which should have been done given her fit the service center had made so many errors from the original XXXX  approval date instead of the mortgage service rep informing us of a new foreclosure date of XXXX XXXX XXXX and giving us proper advice on how to move forward to avoid foreclosure which I was later told by a different representative that if I would have submitting the loan modification paperwork even if it was not complete it would have paused the foreclosure date instead that representative misinformed and strongly suggested and advised that in order to receive a extension of the time of the modification that he was not authorized to make those adjustments and in order for it to be done he would have to close the modification and resubmit to underwriting with the notes of the request that we wanted the modification we just needed more time as far as the date so with that misrepresentation in incorrect guidance the low modification was closed and we were told that we were pre-approved for foreclosure assistance and that an application would be submitted that day which was XXXX XXXX when we ultimately were able to get a hold of them operator to assist us because that has been one of our biggest challenges is getting through to a representative given the time difference from their location to XXXX  we were advised on XXXX XXXX that the application was submitted to underwriting with notes and to call back in a few days to also check our online portal and if it indicated to apply for assistance to do so to ensure that a review could be done in a timely manner I submitted an online application and was approved for the application to be submitted to underwriting I called back on XXXX XXXX XXXX XXXX to check the status of the application and the request for the loan modification to be adjusted in that conversation with once again a different rep I was told that no application was submitted on the XXXX  instead notes were added to the account that were inaccurate and untrue stating that we denied the loan modification that due to an employment we could not accept the loan modification but that was all an error and inaccurate I informed the agent of the mistake that was made in the notes and that I was advised to close the modification even though we wanted it in order to get a little bit of extra time to get all the documents finalized in that conversation I was told of the JXXXX XXXX foreclosure date and that was the first time I had knowledge of the date the agent proceeded to tell me that they did receive the online application that was submitted on XXXX XXXX and she told me that she would submit an new application that we were pre-approved for and update the notes and make corrections to the error that was previously made on XXXX XXXX XXXX XXXX she informed us that there's no guarantee that the underwriter will have time to review it before the foreclosure date and that's when I asked about the fact that I've been previously told in years prior that foreclosure is paused during review or pending mortgage assistance and she told me that that's incorrect and that she didn't have the ability to stop the foreclosure date but the mortgage servicer is the only one who has the power to postpone or set aside foreclosure is what I was told by the foreclosure attorney that alone care the services provided to me and said that they were the only ones that could assist me so they were knowingly providing me with inaccurate information and misconduct and negligence of across the whole time was made by The market center I was contacting the mortgage service or daily trying to get in contact with one point person that could have the authority to stop the foreclosure given the fact of all of the errors and misguidance and miscommunication and misconduct made by their employees and not given any kind of assistance ultimately the home was sold at foreclosure auction back to the mortgage server there is dual tracking violations negligence and misconduct lack of notification and fraudulent interaction between the mortgage servicer and the appointed foreclosure attorney and the appointed trustee due to the fact that the trustee and the foreclosure attorney are affiliated and part of the same corporation which makes it a conflict of interest and predatory a XXXX  prohibits the affiliation one of those parties is supposed to be neutral the mortgage service center violated XXXX  state law homeowners Bill of Rights and FHA guidance violations which I have emails and paper documents to prove also the fact that the day after the foreclosure auction my online portal was frozen and locked suggest that loan care is maliciously and intentionally trying to prevent me from gathering all the proof of their violation in misconduct negligence and criminal activity due to the fact that a majority of my documents are in my online account I've never received any documentation that the mortgage servicer is legally authorized to foreclose on my property the original lender is not the company that I deal with today they've never provided me with promissory note or title or any legal documents showing that they are endorsed and authorized to make the decisions and foreclosed on my property"

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