Consumer complaint received 2022-09-30 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: NC

Complaint narrative:
I received a call from LoanCare on XX/XX/XXXX where I was notified that I was approved to make trial payments for a loan modification. This came as a surprise to me because I had already completed trial payments after ending COVID-19 forbearance and had been disputing with LoanCare on the matter since XX/XX/XXXX. The LoanCare rep was also calling to confirm if I had received the documentation for the trial payments which I had replied no. I also informed her that I shouldn't be in a trial payment plan as I was already in the modification process. She said " okay '' and ended the call. 

I communicated with another LoanCare rep on XX/XX/XXXX who again told me that my trial payment was approved and due at the end of the month. I told her that I was already in the modification process to which she responded " yes, I see that your file is with underwriting, and I'm not sure why you're scheduled to make trial payments ''. I also notified her that I had not received any documentation regarding said trial payment plan. She replied that she would get the documents sent. 

On XX/XX/XXXX I communicated with another LoanCare rep who informed me that my first trial payment was due before the end of the month. I told her that my loan was already with underwriting and inquired as to why I had to do trial payments. I was placed on hold while she got clarification from a supervisor. At this point I added my VA housing technician to the call and we both waited for the LoanCare rep to report back. I was informed that my modification was approved and that the trial payments were part of the modification. I explained that I had already completed trial payments last year and have been waiting for XXXX year and XXXX months for LoanCare to provide me with my monthly mortgage payment. She explained that it was a new year and the previous trial payments I made were void. I also inquired as to why the trial payments increased by more than {$300.00} than my previous mortgage payment. I was told that " this is what the interest rates are now ''. I explained again that I had been waiting for LoanCare to provide me with a payment for over a year after ending my COVID-19 forbearance, and now due to their mishandling of my loan, I am impacted financially because interest rates have increased. I again told her that I have not received any documentation regarding the trial payments, despite their system stating it has been sent. After several minutes of silence, the VA housing technician and I found that the LoanCare rep was no longer on the line. 

The VA housing technician has also been waiting for a response from LoanCare for over two weeks as to the breakdown of the $ XXXX increase in the mortgage payment. 

Despite not having any trial payment documentations in hand, which I believe I am legally due, I made the first of the trial payments on XX/XX/XXXX. I have yet to receive the payment confirmation email the LoanCare rep said I would receive within 24hours, nor has the amount been debited from my account. As of XX/XX/XXXX I do not know when my trial payments are due, or where to make the payments. I can only hope that the customer service rep will apply my payment correctly so that LoanCare does not mark my payment as late and inaccurately report to the credit bureaus as they have done before to me and so many other LoanCare clients. I can also only hope that they don't disqualify my from the loan modification due to them not processing my payment in a timely manner. 

I am requesting documentation for the trial payment plan. I am requesting receipt of the timely trial payment made on XX/XX/XXXX. I am requesting a cost breakdown related to the increase of the $ XXXX increase in my mortgage.

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