Consumer complaint received 2024-05-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: CA

Complaint narrative:
In XXXX of XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX   In XXXX of XXXX, our house was sold. The house was in my name and my ex-husband 's name. Because of the XXXX XXXX I do not have any contact with my ex-husband. After our house was sold, the title company split the profits from the sold house equally between the two of us because of the XXXX XXXX. I asked for and we each got our own check with the money split equally. In XXXX of XXXX, the mortgage company sent me ( at the sold house 's address ) a check which was a refund for the escrow account balance from the sold house. The check was made out to myself and my ex-husband. There was no way I could cash this check with both of our names on it. For my XXXX XXXX XXXX safety, I do not have any contact with my ex-husband. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am not being dramatic ; XXXX XXXX XXXX XXXX. I don't really have any way of reaching out to him without causing backlash. Even if I could ask someone else to contact him for me, he would not agree to help me with this check. He will do anything to hurt me, even if it meant didn't receive any money. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX  Some of these charges I may have to testify against. You can understand that there is no way this check can be cashed as it is. From advice from my bank, in XX/XX/XXXX, I wrote LoanCare a letter explaining my situation and asking for a re-issue of the check that either added the word " OR '' in between our names or two checks made out to us each individually, splitting the check in two equal parts. Since this initial letter to the company, I have spent months making regular calls and sending emails trying to get this resolved. The company spent months spinning me in circles and not dealing with my request. I talked to supervisors on the phone who promised to call me back and never did, I received emails that requested additional information, which I sent, but I never heard back. I also received emails that were completely irrelevant to my request, like an email saying they received my request for a name change, which I never made. I felt ignored, and I felt like the company was playing games with me, or in the least not really looking into my request. In XXXX of XXXX, I finally received a formal letter denying my request. The solutions they suggested to fix this situation made it clear to me that they did not really look at my request or at my account. The company 's solutions were to refinance or do something else so that loan so it would be in one of our name 's only. This is NOT a solution because there is no longer a loan to refinance ; the house was sold and the loan paid off! They should know the house was sold, and they should be able to look into my account and know there is no longer a loan to refinance. The whole reason they sent me the check I am asking a re-issue for was because the house was sold. I explained all of this to them multiple times. The letter referred to the divorce, but not to the restraining order at all. The letter was extremely frustrating because it was clear they did not read or understand anything I had been talking about for months. At this point, I feel like they just don't want to give me my money. After I received the letter in XXXX, I called the number listed at the bottom. I left a voicemail asking for some real solutions to this problem, but I have not received a call back. I don't understand why this is so hard. I have dealt with this with other companies, and there hasn't been a problem.

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