Consumer complaint received 2021-07-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: NY

Complaint narrative:
My mortgage company is loancare and XXXX mortgage. I receive bills from both. I believe one company absorbed the other. In XX/XX/2021 I contacted loancare to make a payment. I had {$7500.00} which I called to pay to catch up on some previous missed payments. Tenants were not paying and using covid as an excuse. NY would not allow for evictions during this period. The agent that I spoke with solicited me with a pitch to go into a forebearance. This agreement would lower my payment to {$1100.00} per month and the past due amount would be added to the end of the loan. This would put me back to 30 years of payments. I weighed the options and agreed. The mortgage company sent paperwork which I signed and had motorized and mailed back to them. The payment amount of {$1100.00} was on the agreement. When I attempted to make a payment I was told the amount is {$1600.00} per month. I inquired as to what happened and the agent told me that there is an issue with the escrow amount. I called several more times. It is generally a 2-4 hour phone call which I have been making several times a week since XX/XX/2021 to no avail. I was told that my escrow was under review to be investigated and the case was opened until XX/XX/2021 at which time I would be notified of what they found. On XX/XX/XXXX I spoke with an agent due to receiving several bills with several different amounts I told the agent that I would like to make a payment but dont know what to pay. The agent told me I should pay the agreed upon amount for now and if there was an adjustment after I could apply more funds. I asked the agent if this amount would be applied to the payment and not at the end of the loan because twice in the past two years I made what they called partial payments which are to be applied to the term rather than the due amount. The agent insisted this would not happen and would note that it is to be applied to the payment only. I have been calling several times a week since XX/XX/2021 to get some answers on the escrow situation and have found that this payment of {$1100.00} has been applied to the term instead of the payment. I think? Every agent that I talk to gives me different answers and says they can only see partial information. Several have offered to transfer me to the loss mitigation department but every time they send me to the main menu. I would like to find out why my payment went up after this forbearance which was supposed to cost more over the term but less monthly. Now I added 6 years to my mortgage and my payment has gone up by several XXXX dollars although I dont know an exact amount because several of the agents have told me that the amount on the bill is incorrect. In the meantime the mortgage company is mailing my past due notices. I have been on the phone just today from XXXX and it is now XXXX. I will disconnect shortly as I am on hold again and try again the day after tomorrow when I shave a free day. Can someone please help. I have no idea what to do I have spent about 40+ hours on hold in the past two months and transferred to all the wrong places. I would really appreciate and help, advice or direction that you could give. This has been a severe burden on my life as every free day I have is spent on the phone with the mortgage company to no avail. I have exhausted all avenues and its causing undue stress. This company is impossible to get a straight answer out of please help. I never would have added 6 years to my mortgage only for my payment to increase. I feel this company is taking advantage of someone struggling due to the rental crisis of NY state and COVID-19 Any advice is greatly appreciated. XXXX. XXXX XXXX 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