Consumer complaint received 2021-01-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
I have had a mortgage with the lender XXXX XXXX over 2 years now and was under a forebearance that was set to last from early XXXX to XX/XX/XXXX. 

2 weeks ago in early XX/XX/XXXX I called in to make a mortgage payment of XXXX during this forebearance period, and was told that I can't make the payment since the system would not allow it. Instead I was told that I now owe XXXX dollars and would have to enter a repayment plan because it was due " now. I said this can't be right as my forebearance period does not end until XX/XX/XXXX and I just applied for a loan modification and am still undergoing hardship due to the pandemic. I asked how could this be espcially since I heard no news in regards to my loan modification application. I was then told by a Loss Mitigations representative by the name of XXXX, that the loan modification was denied, my application deleted, and that I have to pay. This representative was very rude as I questioned what was happening and was so focused on telling me how my attitude didn't help anything, that he never asked me if he could help with anything else and he then proceeded to just hang up on me. I called Loancare back that day as I was still attempting to make a forebearance payment ( which at this time I had no clue that I couldn't do because XXXX hung up on me and never asked what else he could help with ), at which point Loancares system automatically hung up on me. I called back again and was transfered to 3 different representatives before I finally informed by a manager in the collections department that I could not make my forebearance payment, when I asked why I was told it had something to do with the loan modificayion denial. I then went on to say I was never informed of the risk and never informed that my application was denied until that same day. I asked to speak to a manager since it turns out that the denial was due to the lack of a copy of my Unemployment Award letter which I informed thaem many weeks in advance that I requested a copy of the letter from Unemployment, but they are currently not answering my messages and that they have been far less responsive during the pandemic. I then requested that Loancare use the copy of the Unemployment Reward Letter that I sent them for the forebearance as it is based on the same claim and the claim is currently being extended during the Federal extensions.

Loancare told me they can not do that but not why until today ( which is 2 weeks after I originally asked why ). I recently received a call from Loancare saying that somehow magically I can re enter the forebearance now and make payments. I tild them I would not due so until I undergo legal consultation and consult agencies in regards to protecting my consumer rights. I habve emailed Loancare via their portal and sent emails directly to the Loss Mitigations Dept with complaints, requests for documents, and requests for updates. They never email back. I have copies of these emails and they have recordings of phone calls that will prove that not only has Loancare been negligent, but bullying and broken contract illegally then attempts to cover their tracks with lies and made up rules. 

Please help me communicate and repair the situation with the lender as I am stressed and concerned about the legalities being violated by this mortgage lender.

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