Consumer complaint received 2020-10-23 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: LoanCare, LLC
State: CA

Complaint narrative:
I filed for divorce from my ex-husband back in XXXX. During that time, the house that we shared was awarded to me in the divorce. I now have to get my ex 's name off of the current loan that we hold for the house. The loan is through a company called LoanCare. I contacted LoanCare in XXXX of XXXX to see if it was possible to refinance through them to remove my ex from the loan. I was told that they did not do XXXX 's, but that I could do a loan modification and it would remove him from the loan. I was told by LoanCare that I had to let me loan go 30 days late in order to do a loan mod. I was extremely hesitant to do that since I have never paid my mortgage late. I was told it was the only way I could get my ex 's name off of the loan. Reluctantly, I agreed. I was sent paperwork to start a loan mod in XXXX. I was told BOTH my ex and I had to fill it out. So, my ex husband filled out his portion and I filled out mine and sent it in. A couple weeks later, we were denied for the loan mod. When asked why, I was told that my ex could not be on the paperwork and that they sent the wrong paperwork by mistake and that they would send me the correct paperwork. I asked if I should make XXXX 's payment and I was told no because my mortgage had to stay in a delinquent status. Again, more paperwork was sent to me and I filled that out by myself and sent it in. Again, I was denied. I was told that I didn't qualify with just my income. They told me they would send out a THIRD set of forms for me to fill out, but this time to add my current husband to it and then I'd be approved. We are now in XXXX and AGAIN, I asked if I should make a payment and AGAIN told no. By the time the third set of paperwork was sent to me, Covid-19 hits us and I am told that they are no longer doing loan mods and that they're going to put me into a forbearance plan. I've been on a forbearance with my mortgage since XXXX and I recently received a copy of my credit report showing that they've not only reported XXXX and XXXX 's payments as late, even though I was working with them to do the loan mod, but they've reported XXXX 's as late as well. I sent in a request for removal to all three credit bureaus and only XXXX 's late was removed from my credit. All of the lates should have been removed. Due to the CARES Act, it is illegal to report any loan as late to your credit if it is in a forbearance during this time. I have tried for MONTHS to get LoanCare to work with me on this to remove these lates, to help me get out of this current loan with my ex-husband, to help me with ANYTHING to help my situation. They refuse. Due to this, my ex-husband is now taking me to court to get his name off of this house. I need help to get these lates off of my credit.

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