Consumer complaint received 2024-09-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LoanCare, LLC
State: TX

Complaint narrative:
LoanCare LLC is a mortgage servicing company who services the mortgage on my XXXX property. I recently ( in XXXX XX/XX/year> ) became ill and filed a mortgage assistance application with LoanCare because I had to take an unpaid leave of absence from work, requesting a forbearance due to the financial hardship caused by my medical situation. Despite clearly explaining my circumstances on my assistance application and providing supporting documentation, this company has consistently mishandled my application for about 60 days and provided conflicting and harmful advice which appears to be so they can begin foreclosure proceedings on my property after grossly misadvising me when I requested help. 

I have talked to numerous LoanCare employees who have all contradicted each other. Despite never having missed a payment prior to applying for assistance, my application was forwarded to the short sale division. When I called Loan Care to question why I received a call from a short sale appraiser, I was advised by a LoanCare employee that that was a " scam '', that I should ignore all calls about a short sale, and given that my account was not behind, there was no reason for them to consider a short sale. I was further advised by the LoanCare employee to wait for a decision because the assistance application process could take up to 30 days. 

After a couple of weeks, and still no response from LoanCare on my assistance application, I called again and was sent to the foreclosure division where no one could explain why my application was there since my payments were never late. I talked to multiple employees who gave me different and conflicting advice. After speaking with approximately 5 different LoanCare employees over several weeks, who all contradicted each other, I was escalated to a manager who once again told me that my application had been forwarded to the wrong place and he was going to escalate it for review under my original forbearance request. He advised me to again, wait to hear from them while processing my application. At this point ( and upon their advice to wait for their process ), I was now behind on my monthly payments. In retrospect, I am not sure whether this is gross negligence/ weaponized incompetence or if this company 's practices are far more nefarious and it is their plan to string me along until they can foreclose on my property out from under me, all while throwing their hands in the air and saying they " just can't get to the bottom of it. '' I called again on XX/XX/year>, after I received notice that I had a late charge for non-payment, to inquire about the status of my assistance application since still, no one at LoanCare had bothered to reach out to me. I requested to be escalated to a manager after the first two people I spoke with had no idea what was going on. The manager, XXXX, refused to let me speak and just repeatedly stated that my application for a short sale was denied although I told her over and over that I never applied for a short sale. She rudely hung up on me when I asked her to read the notes from my last call with management. 

This company 's practices have been deceptive at best and illegal at worst. I am ill and simply asking for assistance and this has become a months long struggle to deal with utter incompetence and lying.

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