Consumer complaint received 2021-08-05 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: OH

Complaint narrative:
I asked for a forbearance in XXXX I only wanted a 6 month forebearance but when I tried to come off my forbearance and start making payments again, they wanted the entire amount paid in full obviously if I had that money I never would have asked for the forbearance I was then told I would be presented with a 3 month 3 payment trial plan, that if completed would allow me to enter into a loan modification, the first one I was sent was ridiculous raising my interest rate by almost double and including a payment 1-1/2 to 2 times my current payment so I did not accept it the second one was reasonable and stated that on XX/XX/XXXX I would make my first of 3 payments in the amount of XXXX and my last and final of the 3 would be on XX/XX/XXXX in the same amount. I made the XXXX payment on XX/XX/XXXX in the amount of XXXX but the rep taking my payment said the amount was XXXX and my trial stats on XX/XX/XXXX I explained that my documents said XXXX and XX/XX/XXXX she did some research and confirmed that she had found the document stating the same thing but underwriting was only recognizing the trial that begins on XX/XX/XXXX for the higher amount I had not even received this document and yet so the rep said it must be a mistake and underwriting would correct it I have since made all XXXX payments on the XXXX of each month or earlier in the amount of XXXX ( their records always show my payment being made much later than they actually were ) at least 5 reps have reached out to underwriting with no luck in resolving the matter, the only notes are that underwriting is denying the trial beginning on XX/XX/XXXX but never gives a reason even after the reps comments to the underwriter specifically requests it. Again, I have made all 3 payments in the amount that was outlined in the terns of the trial on time. when I asked for a number for underwriting I was given a nonfunctioning number ( XXXX ) that either rings with no answer or says for a different company, when I ask for a supervisor I get put on hold ( have waited for 3 hours so far ) with no answer and if it gives me the option to be called back, nobody ever calls back, in the past 90 days I have selected the call back option at least 5 times without ever receiving a call back, or the rep give me the option to call back and ask for the escalation department extension XXXX, which does the exact same thing no answer no call back, there is literally no recourse or ability to speak with a manager, supervisor or decision maker. Underwriting has also fully insulated themselves from being accountable as there is literally no mechanism in place to reach them to ensure they are being provide accurate info from the reps, there is no phone number, XXXX XXXX ... I have recorded and transcribed almost every call with myloancare ( 1-800-274-6600 ) the servicing company for XXXX XXXX  XXXX Every rep has acknowledged that I am correct in the terms of my trial and that underwriting should update my records to reflect my account to have satisfied the terms of the trial, and that my modification should be approved. I can only assume these have been tactics designed to increase my payment, deny my modification or allow them to foreclose on me, as my loan is backed by the VA, they know foreclosing would get them 100 % of the loan paid in full and they would be able to take possession of the property and double their investment, this fraudulent, immoral and I certainly hope illegal

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