Consumer complaint received 2024-10-02 00:00:00
Product: Mortgage — Conventional home 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: MD

Complaint narrative:
Background : In XX/XX/XXXX, we proactively reached out to LoanCare due to concerns about potential delays in our mortgage payments. We were informed about

their Loan Modification Program and instructed to submit a Loss Mitigation Application for consideration. Timeline of Events : XX/XX/XXXX : We submitted the Loss Mitigation Application packet via email as per LoanCare 's instructions ( see attached email ).

Follow-Up : Received a letter that our application we incomplete. Upon calling, we were informed that it was rejected due to the absence of wet signatures ( see attached letter ). 
XX/XX/XXXX : We resubmitted the Loss Mitigation Application packet with the required wet signatures ( see attached email ). 
Application Complete : Received a letter dated XX/XX/XXXX that our Borrower Response Package and Loss Mitigation Application were complete ( see attached letter ). 
Subsequent Communication : After another telephone follow-up, we were advised that our application could only be considered if we were XXXXXXXX XXXX behind on payments. We were told that a document outlining next steps would be mailed to us. 
XX/XX/XXXX : We received a letter indicating that for us to be considered for the modification we should not make any payments from XX/XX/XXXX through XX/XX/XXXX ( see attached letter ). 
XX/XX/XXXX : We contacted LoanCare for an update and spoke with XXXX XXXX XXXX ID XXXX. XXXX ), who informed us of a flexible modification option that did not require a Mortgage Assistance Application. We were told that our qualification review began on XX/XX/XXXX, and would take XXXX XXXX. We were instructed to follow up around XX/XX/XXXX. 
Payments Resumed : In XXXX and XXXX of XXXX, we resumed our original payment amount of {$4500.00}. 
XX/XX/XXXX : We received a letter stating that to be considered for the loan modification, we needed to accept the trial payment plan in writing or make a payment of {$3800.00} by XX/XX/XXXX. We completed both actions ( see attached acceptance letter and payment confirmation ). 
Trial Payments : We made all required trial payments prior to XXXX XXXX of each month from XXXX to XX/XX/XXXX ( see attached payment records ). 
XX/XX/XXXX : We received a congratulatory letter indicating our eligibility for a Loan Modification Agreement. We were instructed to submit a notarized copy of the agreement by XX/XX/XXXX ( see attached letter ). 
Documentation Submission : We had the documents notarized and mailed them on XX/XX/XXXX, using XXXX shipping. 
Follow-Up : After inquiring about the receipt of our submission, we were informed it was rejected due to incorrect completion. 
Notary Communication : Around XXXX XXXX XXXX, a notary public, XXXX XXXX , contacted us to rectify the submission. This occurred after the deadline for submission had passed. It is important to note that we had not been informed of any notary assistance by LoanCare. 
Final Submission : A meeting with the notary took place on XX/XX/XXXX, to complete the Loan Modification Agreement, and the documents were subsequently sent and confirmed as accepted. 
Modified Payments Initiated : Beginning in XX/XX/XXXX, we made modified payments of {$3900.00}, and at no point were we informed that our packet was rejected or incomplete. We were consistently provided the modified payment amount during calls. 
Escrow Statement : In XX/XX/XXXX, we received a statement indicating an increase in our payment amount. Upon inquiry, we were reassured that the payment would only slightly adjust ( see attached statement ). 
XX/XX/XXXX : We called LoanCare and learned that our Loan Modification Agreement was missing " XXXX XXXX and that a new packet had been mailed to us to be completed. We indicated that we had not received any new packet, yet were promised a re-send, which also never occurred. 
Program Removal Notification : On XX/XX/XXXX, we called LoanCare to inquire about the whereabouts of the resent packet and were informed that we had been removed from the modification program due to being XXXX XXXX  behind on mortgage payments. We attempted to explain the situation, but the representative remained dismissive, stating our property was entering foreclosure. 
Escalation of Issue : We received a statement on XX/XX/XXXX, indicating that our workout option had expired, directing us to an online portal [ that we could not access ] to review assistance options ( see attached correspondence ). 
XXXX XXXXXXXX : On XX/XX/XXXX, XXXXXXXX XXXX XXXX XXXXXXXX. XXXX ) informed us that LoanCare could not communicate with us due to one of the homeowners being in an active XXXX, which is why we were not called or mailed any documents. However, the XXXX attorney had provided written consent for LoanCare to communicate with us on XX/XX/XXXX ( see attached email ). Additionally, we have received numerous communications from LoanCare since the XXXX was filed. 
Conclusion : Throughout our interactions with LoanCare, we have consistently received conflicting information, with no proactive communication from them regarding our mortgage status. We have reached out to the U.S. Department of Housing and Urban Development ( HUD ) for assistance and are consulting with an attorney regarding the retrieval of phone records from LoanCare to substantiate our claims. We are also engaging with local media and consumer protection agencies in hopes to address this matter.

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