Consumer complaint received 2022-09-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
My Name is XXXX XXXX, I am filling a compliant against our Previous loan provider XXXX XXXX XXXX XXXX XXXX and our current loan provider ( LoanCare ). Our mortgage loan was sold to XXXX XXXX XXXX in XXXX of XXXX while we were on the care act mortgage relief. Our relief ended and XXXX XXXX XXXX sent out documents for a XXXX XXXX. We followed the steps, filled out the documents and got it notarized and mailed it back before the deadline. We received a letter and from XXXX XXXX XXXX stating our loan modification has been completed along with copies of new loan amount and when payments would begin. 

XX/XX/XXXX is when we got the new documents with payment and new loan terms. We called in to make our first payment per promissory note and found out that our loan has been sold back to Loan Care. 

Took about a day calling back and forth between the mortgage companies because neither one of them said we was with them each time we called they would inform us our loans were with each other. Finally Loan Care, provide us with a new account number and to give that number when we called. 

Loan Care informed us that it would take 60 days for our account to update and reflect new information form XXXX XXXX XXXX and not worry as we are protected under law for when your account gets sold. 

60 days came and went, however my husband ( XXXX XXXX ) and myself had been calling each month on the top of each new month for updates with our account. 

In XXXX we received a new Loan Modification Packet from Loan Care. We were immediately confused as we just went through a loan modification and got approval documents. 

We then called into loan care and they said they have no records form XXXX XXXX of a loan modification and to fax them our proof. Well on XX/XX/XXXX I spent {$45.00} dollars faxing in copies requested. They said it would take 24 hours to show up in their system! Well 24 hours went by and they said they never got the fax, even though we had conformation that. the fax was received!. 

We then sent documents via email, and they finally had the copies. Loan Care then told us give them a few days to go over the information. its now the end of XXXX and new month is approaching we have not heard back form Loan care, I call in and ask for leadership and got transferred to a Supervisor by the name of XXXX ( employee number XXXX  ) he then said he would escalate the matter to loss mitigation management and they would give us a call in 24 hrs. 

The new month is here ( XXXX ) and we hear nothing back so we call in again. This time we get a new supervisor by the name of XXXX XXXX employee number XXXX ) as a supervisor in Loss mitigation department. XXXX, she confirms the New loan modification documents has been received and went through each document and confirmed with me over the phone the payment amount and new terms of the loan modification. She said they are still under reviewe with the department, and asked if we had our payments. We said yes, she then tells us to make our back payment per the new loan modification terms. XXXX tells us that the reason the ticket is still sitting open is because we have not followed the promissory note on making payments and that if we sent the payment then they can see that we followed the new terms and our account will then get update to reflect. We sent in the full payment for {$8600.00} via bank transfer wire. They payment was for the months of XXXX, XXXX, XXXX and XXXX. 

XXXX as said they she would open a ticket to fix the bad reporting to the credit bureau to reflect current. XXXX is the only one that has helped us and it seem very promising, as we got a letter in the mail form Loan Care that they are working on fixing the error of reporting negative when were protected under the Care Act and two we were current during that so it should report as such. 

XXXX said give it a couple of weeks or so for underwriting to update the account to reflect the new terms and to continue to make our payments on time each month until it updates in the system. We are current on our payments. 

XXXX forward to XXXX, and the account is to reflecting negative and nothing has changed on our account. It still showing we are 40 payments be-hide with the old loan terms. 

We are beyond frustrated at this point with Loan Care and how long it's taking them to honor the new loan modification. This has been going on for months! 

Please note that he New Modification was also recored with our County Clerk back in 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