Consumer complaint received 2021-05-05 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: LoanCare, LLC
State: VA

Complaint narrative:
In XXXX of XXXX I entered into Forbarence with XXXX XXXX Loan Care Mortgage Servicing company due to the current economic climate at the time. This process was all submitted online, without ANY over-the-phone communication from XXXXoan Care. My Forbarence was approved fairly quickly and I was told to STOP making my mortgage payments until the end of my forbearance period. ( XX/XX/XXXX XXXX Fast Forward to XX/XX/XXXX, I called to make my first payment out of forbearance and a representative informed me my Forbarence " Exit '' package had not yet been completed and to hold off making XXXX payment, and to Call back XX/XX/XXXX. 

XX/XX/XXXX, I called back and was finally able to make my first of 3 payments of my " probation '' period and was told if I missed any, my loan modification could be held up further. Mind you, I had STILL not heard from ANYONE from Loan Care on how this process would look, nor was I ever given the opportunity to speak with XXXX XXXX after calling his office MULTIPLE times. 

XX/XX/XXXX, I called Loan Care again and made my second of 3 payments, with still no communication from XXXX or any representative on my forbearance package. 

XX/XX/XXXX, I made the last payment within the " probation period '' and was told I would hear from a representative regarding my new loan modification agreement and papers would be coming in the mail for me to sign **NOTE : I do want to add, every time I spoke to a payment processing agent, they were all shocked I had not heard from anyone within Loan Care regarding this entire process ... 

The last week of XXXX, at some point, I received a FedEx package with my new loan modification that showed an additional {$15000.00} had been added to my loan without ANY explanation on how or where that number had come from. The loan modification package explicitly states, I have 7 to sign all documents of the loan modification, have them notarized and sent back to Loan Care or I would revoke my loan modification option. The document, in no way, provided any contact information for questions regarding the modification agreement other than " Contact you Loss Mitigation Representative '' I have tried to contact XXXX, ( mentioned above ) multiple times by phone and email with NO response. When I call Loan Care they do not even give me an option to speak to someone OR input an extension, it is simply an endless loop of automated messages. I ALSO can no longer call to make a payment over the phone, nor can I make a payment online. This company completely went DARK. 

I am in the process of trying to do a VA XXXX XXXX, however, non of my mortgage statements have been updated and they all read I have been late on the payment since XX/XX/XXXX which clearly violates the Cares Act Mortage forbearance guidelines. 

Being a XXXX Veteran with XXXX, this process has been EXTREMELY stressful on me and my family and I feel like I am being held hostage by this company. I just want to refi my loan to a lower rate, and cut ALL ties with this Mortage company ASAP

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