Consumer complaint received 2024-03-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: FL

Complaint narrative:
Loancare offered me a modification in XX/XX/XXXX, but it was still not affordable for me and I missed one of the required payments. I called Loancare to discuss and was finally advised to submit a request for assistance online to avoid foreclosure ( the CSR I spoke with specifically advised that foreclosure would not proceed as long as I've formally applied for financial assistance. On XX/XX/XXXX, I submitted a financial assistance application online. I entered all of my financial info & submitted proof of income. I have a PDF copy of the application that is date stamped by Loancare 's system confirming the date and time the application was submitted. When I called Loancare in early XXXX, I was told that a response could take a few weeks, so I wasn't alarmed that 3 weeks later I didn't have a response. 

On XX/XX/XXXX, I received an advertisement in the mail from an attorney offering to help me with my foreclosure suit. I immediately called Loancare and learned that I was 'too late, the foreclosure suit had been filed & signed by the judge on XX/XX/XXXX. ' The CSR further stated that there was no record in the system of my XX/XX/XXXX application. The only assistance he could offer was for me to apply again and he emailed me yet another application. 

I should add that this was my 3rd application since XX/XX/XXXX ( 5th application overall submitted in XXXX ). The other applications were mailed to me and I mailed them back and somehow, they were never received or found in the system. This is why on XX/XX/XXXX, I decided to apply online when I learned that was an option. 

This error has cost me thousands of dollars. I don't have the exact amount, as I've been waiting for 8 days for a reinstatement letter from Loancare to show me the breakdown of my costs. As an additional example of the incompetence of this company, I specifically requested to have the reinstatement letter emailed to me ( as I have a loan pending to bring the mortgage current ). Yet another mistake was made & I learned this morning that the letter was mailed to me via USPS. I have spent most of this morning calling & emailing and as of XXXXXXXX XXXX, I still don't have a copy of the letter that Loancare can see in their system. 

My evidence is as follows : 1 ) Attachment A is a screen shot showing that once all of your financial assistance application is entered, the system generates what's referred to as a XXXX form, or summary of what you entered. This screen shot was taken today for illustrative purposes. 
2 ) Attachment B shows that once you indicate your consent, the system auto signs your name and places a date/time stamp. The only way to obtain this document is through Loancare 's online mortgage assistance application. 
3 ) Attachment C is my online application - signed and dated XX/XX/XXXX.

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