Consumer complaint received 2023-07-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
I applied for a forbearance on this loan under COVID availability at the beginning of XXXX upon the end of the forbearance I contacted Loancare ( XXXX XXXX XXXX ) about my options as I had previously been told I could defer the payments. I applied for a " partial claim '' at this time. I was given basically XXXX information about the partial claim at the time and paperwork was sent out. when I received the paperwork I noticed it had my wife 's name on it which I was never informed would be the case. My wife had not changed her last name legally yet as when we began the process is when XXXX started so everything was delayed. On the titel she had signed her married last name though so the paperwork that was sent to me reflected her married last name and not the name on her ID. I contacted Loancare to complain about not being told that her name would even be on the paperwork but also to see how we could fix the issue. I also tried to get an extension on the timing of the paperwork. A rep had told me at that time that they would see if the name could be removed. I later found out my wifes name could not be removed because it was on the title and the name on the paperwork sent must reflect the name on the title. during this time the date had lapsed on the original paperwork so I was told new paperwork would need to be sent out. Throughout all of this I was specifically told by Loancare not to make any payments until the Partial Claim went through and I got my new payment date. When I recieved the new paperwork that was not delivered directly to me but placed in my neighbors mailbox as all of our mailboxes are on the same side. The timing was horrible as my wife who had been out of work through most of XXXX was in the process of getting a new job and going through background checks as a part of that because we work in the medical field. I again called and asked for an extension and was told one could not be provided. I said I would take care of it somehow then. I was able to get everything signed and I had dropped it in the XXXX  box XXXX XXXX XXXX XXXX. After hearing no word I called and was told that they never got the paperwork. This was when the real problems started. The representative I spoke to told me they needed to send out new paperwork. I said that I actually had blank copies of the last paperwork they sent me and could just go get it re-signed and video myself taking it to XXXX and handing it to the XXXX representative. I was told that because of the date I would need to get new paperwork. we discussed the name issue that started all of this but I reassured the rep MULTIPLE TIMES that I needed no name changes and they weren't possible anyway. MULTIPLE TIMES I told this person that we were good to go, my wife 's name had been changed and all I needed was the new paperwork. I reiterated that I did not need any name changes. I again was told not to make any payments until the partial claim was complete. During the timeframe from XXXX I received multiple emails telling me my paperwork had been sent. I called not long after each XXXX of these to find out where because of the past issue with mail. during everyone of these calls I was told that it hasn't been 30 days yet, it hasn't been 30 days yet. Not a single person did their job and actually checked to see what the issue was. NOT A SINGLE PERSON. I called repeatedly and was told the same thing. until XXXX rolled around and I called so many times my ears hurt. Nobody could figure out what was going on. I spoke to multiple reps in multiple departments and multiple managers. Many of whom told me they would " handle this personally and get back to me '' on some specific day or another. None of that actually happened though. They never called back, they never took care of anything. I did finally get someone to tell me that the VA was no longer offering the partial claim anymore and I was able to find out that the reason I never got the paperwork is because the Rep I spoke to as previously mentioned whom I told MULTIPLE TIMES that no changes needed to be made. Well, he decided he was going to submit to have my wife 's name removed or changed. Now they knew why I didn't get the paperwork but they never contacted me about it. never tried to fix their outrageous failures. They just did nothing. They let the time lapse without any notification or effort in actually doing their jobs. None of the people I talked to during this time did their jobs. All of this could have been avoided had they just done their jobs.I had multiple contacts with this company in which I stated each time that they needed to fix their failure. I will not pay a higher interest rate under a loan modification because of the complete failure of a company I was FORCED to do business with. Like the XXXX of thousands of other customers that have rated this company at a XXXX XXXX rating only because XXXX isn't an option. I want nothing more that to get as far away from this failure of a company as possible. After speaking to a laundry list of completely incompetent employees from based on all the employee ratings for this company seems to be because of a lack of any training at all. After all the stress, the sleepless nights and wasted time, their own employee agreeing that they failed me and this was their fault but doing nothing about it. I finally got someone to send my info to the office of the customer for review. When I got my report from XXXX XXXX with the office of the customer I was done. Although I had explained this issue now well over XXXX times and how the issue stems mainly from the last paperwork that was supposed to be sent out, she didn't even list the XXXX calls or that paperwork on her report. She purposely and fraudulently left that out although it was the ENTIRE BASIS OF THE REVIEW. I called XXXX about her fraud a few times. I finally got a call back and at this point while I put together my lawsuit against this company I told her i would take the loan modification paperwork in order to stop the foreclosure. She stated she would send that out. I never got that either. I called her back to find out why. No return call, I called again and again and again and again leaving messages each time. I called over XXXX times and at what point left XXXX straight voicemails just to ensure she was getting my messages. No Return Call... Nothing.. She did Nothing just like the rest of the company. In a last ditch effort to give this company a chance I sent an email to their CEO. I received a call the next day from their Vice President of the office of the customer who once again promised me that he would take care of this personally and get back to me on a certain date. He was late on his return call and hadn't taken care of it but assured me he was on it and he Guaranteed me that he had put a stop to this foreclosure and even offered to speak to my wife to assure her of the same. This was mid XX/XX/2023. Before I ever got served this summons. MULTIPLE TIMES he GUARANTEED me that he had put a stop to this foreclosure and the I did not need to worry about it at all. I called again after I was served and was GUARANTEED yet again that they weren't foreclosing. Yet their attorney 's seem to keep moving along with the process, So either He is lying or his attorney 's are incompetent or just don't care what their client wants and should be immediately fired. I have called him and left multiple messages since seeing that the attorneys are moving forward anyway and I have emailed the CEO again about the lies and failures that continue on even the executive level. I will be filing a counter claim and will be working with an attorney to name them as well as their parent company XXXX as they are fully aware of the complete failure this company is and the drain on its customers financial and mental health and well being as this is all public information. The amount of people this company is trying to destroy is outrageous and seems purposeful in an attempt to force modifications at current rates to increase revenue or to force foreclosure for financial gain. On top of that the service they used to serve the summons lied about the date it was served although they literally wrote the date on the form. Everything this company touches is fraudulent and predatory. Their should very literally be a televised complete closure of this company where all the people they have harmed get to tear it down brick by brick like the XXXX XXXX. If you are forced into a relationship with this absolute worthless company just sell your house, move out of the country or never buy another house again, get a tent and pay cash for a piece of land and watch the whole system collapse until they start actually regulating these people out of existence and allow the population to choose their mortgage servicer so we can make sure these pathetic wastes never get to destroy another families life. Look these people up, read the reviews, read the employee reviews from their own workforce. Shut this place down and make sure none of their executives ever work in a service related field again.

Company response to consumer: Closed with explanation