Consumer complaint received 2021-02-24 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: TX

Complaint narrative:
I am a 26 year XXXX XXXX XXXX and XXXX, Texas resident. I purchased our home {$370000.00} ( Single family two story home ) on XXXX XX/XX/XXXX and was originally under XXXX XXXX XXXX  until the bank sold our Mortgage to Loancare , LLC based out of XXXX  XXXX, Va. beyond our say so. I have had nothing but headaches since we began dealing with this miserable company. They are the worst mortgage lenders in the industry and I wish they could be shut down for banking violations. We first started having problems with this corporation when I became sick in mid XX/XX/XXXX which caused me to fall behind on our mortgage payment which I did a loss-mitigation packet which was granted but after finding out we were being charged over the amount for our mortgage because I am a XXXX XXXX veteran and shouldn't have been paying for property taxes with our mortgage being {$3200.00} since XX/XX/XXXX. On XXXX XX/XX/XXXX after talking with the XXXX XXXX Tax office and notifying Loancare 's agent about the mortgage overpayment my mortgage was lowered to {$2300.00}. I became ill again in XXXX XX/XX/XXXX while working on a contracting job in XXXX, XXXX. I was medically evacuated when it was discovered that I had a XXXX  and was at risk for XXXX XXXX because of my XXXX not emptying properly. It was decided in XXXX that I needed to seek medical at home in Texas so I was sent home. when I went to the Veteran 's Administration in Texas it was discovered after testing that I had a small percentage of XXXX XXXX which was detected early. I had XXXX XXXX on XXXX XX/XX/XXXX and spent most of the year recovering. I tried to make payments the best that I could but began falling behind on all my household payments. I offered to make partial payments but they wouldn't accept anything but to catch up on all the payments. I corresponded with them frequently explaining my situation while getting calls practically being harassed about payments while I explained my situation to them. I finally decided to move with my wife to the XXXX because we got sick of the harassment. When the Covid Pandemic hit the government passed legislature to protect homeowners so we decided instead of a Deed In Lieu to keep our home and began another Loss-Mitigation to try and save our home. Loancare , LLC has not made this an easy process with having being told every other day that your packet is good to only turn around and call two days later saying you need to send us more documents which had been sent the day prior. I have been sending multiple documents every time I send what they ask of me so that they can't say I didn't receive the email. I have been forwarding them documents since XX/XX/XXXX and we are now about to enter XXXX next week. Someone from your agency should be sent down to investigate what is going on with Loancare , LLC raising mortgage payments without even notifying customers where I went from {$2300.00} to {$2300.00} which is what is says now on the mortgage and a {$400000.00} payment. I would advise any other VA Home purchasers to not use Loancare , LLC as a Mortgage Lender. I also asked for documents to be emailed to me and not receiving what was requested at least twice.

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