Consumer complaint received 2021-10-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: MN

Complaint narrative:
Due to Covid affecting my business and our families finances, I put my mortgage in suspended payments under the CARES Act. In XX/XX/XXXX, I attempted to extend for 90 additional days. I received an email for Loancare stating it was approved but did not have any dates. I called Loancare on XX/XX/XXXX as I had not received any further letters or emails regarding the extension and I had also checked my account online but there was no information on the request. When I called on XX/XX/XXXX I spoke with a rep named XXXX XXXX XXXX. She informed me that the suspended payment request was approved until the end of XX/XX/XXXX XXXXShe explained any payments made during that time would be tacked to the end of the loan and that I should contact Loancare mid-XXXX to notify them that I wanted a deferred payment plan. I also explained to her that I had received a modification letter in the mail prior to XX/XX/XXXX dated XX/XX/XXXX. I explained I did not want a modification only a deferred payment plan. She again recommended I contact Loancare end of XXXX to notify them that I wanted to defer the missed payments to the end of the loan. I also explained to her that I had not received a letter of confirmation of the suspended payment and she said she would send a letter by email and confirmed the email address on file was correct. She said it could take 20 minutes to receive it. I never received the email confirmation. On XX/XX/XXXX I called Loancare and spoke with XXXX. He informed me I was approved for a modification plan and that I did not have a suspended payment currently. He said he did not know why the other rep, XXXX had told me that and that she must have been reading something wrong. He said he would contact the Dept that handles that to notify them I wanted a deferral not a modification. He said not to worry about making a payment during this time as it is being researched and it could take 30 days. He said to call back the following Tues for the status of the deferral request. I contacted Loancare on XX/XX/XXXX and spoke to XXXX Id XXXX. She informed me that there was no record of a suspended payment plan going forward. She transferred me to Loss Mitigation. I spoke to XXXX in Loss Mitigation. She informed me I did not have a current suspended loan payment plan and that my deferred payment was not resolved and that any payments I made would be added to the end of the loan. I explained I was worried about the payments because I was told that we had been approved by XXXX on XX/XX/XXXX that it was approved but that nobody else at Loancare could give me the same answer. I also informed her that the Loancare website would not allow a payment to be made. She said there was a problem with their website. ( the website has not worked for making payments 3 weeks prior ) She said she would let the underwriters know that I wanted a deferral not a modification and that I won't hear anything back regarding it for 30-45 days. On XXXX I called back to see if Loancare had any information. I had checked the website and there wasn't any information on it and I was not able to see when my next payment was due. He said I would receive an email from him that confirmed a deferral plan was requested. I asked him about any payments being due because it wasn't on their website and he said the payments on the site had been down awhile. He said no payment would be due until the deferral was approved it would take awhile to complete the process. I explained that I was concerned as every time I called I was told a different answer. On XXXX I contacted Loancare I spoke to 3 representatives on this date. The first was XXXX XXXX. She said I was in approved for a modification plan and that I wasn't qualified for a deferral. She didn't know what had disqualified me that maybe I had missed a payment. I called back again and asked to speak to a Loss Mitigation supervisor, XXXX. She said she would check with underwriting and call me back the next day. She never called me back. Around that week I called again and spoke XXXX XXXX XXXX. She said I had missed XXXX and XXXX payments and that was why I was not qualified for a deferral. She said she could take the payments by phone. I made the 2 payments by phone. She was going to talk to underwriting to see if making the 2 payments would work with getting the defferal approved. I never heard back from her. I called Loancare/ Loss Mitigation dept several times. I finally reached XXXX XXXX and found out the deferral was approved and my next payment would be due XX/XX/XXXX. Around XX/XX/XXXX I received 2 letters at the same time. One dated XX/XX/XXXX that my deferred payment plan request was approved starting XX/XX/XXXX and expires XX/XX/XXXX. The other letter dated XX/XX/XXXX stated that I was approved for a Payment Deferral and describes the terms of the agreement. My complaint is that I think Loancare representatives could not give out clear information regarding the deferral request. I suspect this was done intentionally in order to coerce me into a very bad loan modication program that would not have lowered my payments and instead extend my mortgage to a 40 year mortgage. The letter I received in XXXX stated to accept the modification begin making the trial payments on XX/XX/XXXX. The letter also stated that if I did not make the I might be referred to foreclosure. The letter stated that I should contact Loancare if I wanted other options besides the Modification but every time I called I received a different answer. I want to know how the 2 payments were applied that I was told were for XXXX and XXXX as one of the reps I had spoken with stated all payments made during the " interium '' ( waiting for a missed payment plan0 would be applied to the end of the mortgage. If this is the case I would like {$4100.00} I paid in XXXX by phone back. If I am approved for a suspended payment extension until XX/XX/XXXX I would like to be able to do so. I have been hit hard financially because of Covid as I own a XXXX XXXX XXXX XXXX XXXX. Ideally I would like the payments of {$4000.00} that I was forced to make back and I would like the suspended payment plan that was approved until the end of XX/XX/XXXX. After that date I would like to resume regular payments and have the missed payments deferred to the end of the mortgage as I was told on my first call to Loancare on XX/XX/XXXX i would be able to do and from my understanding of the CARES Act this should not have been such a complication. This would also give me time to get back together financially.

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