Consumer complaint received 2022-10-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
Hello, On XX/XX/2022 my husband lost his job due to cutbacks at the company he worked for. We sold some personal belongings and scrapped along to pay our mortgage. But, by the middle to of XXXX, we knew we were going to fall behind. At that point, my husband, contacted our home loan company, LoanCare, and told them our situation. We have an FHA backed loan. They told us to go to their website and fill out the loan assistance paperwork. We did that on XX/XX/XXXX. On XX/XX/XXXX XXXX requested specific documents be sent over via email. My husband and I gathered everything that was requested and sent it over on XX/XX/2022 at XXXX. 
We were assigned a Mortgage Resolution Advocate, XXXX XXXX, on XX/XX/2022. We were given a specific phone number and extension so that we could reach out to XXXX XXXX XXXX, if needed. 
On XX/XX/XXXX we received a request in the mail from LoanCare asking for another document, a monthly budget statement. My husband and I had already sent this over in the email on XX/XX/XXXX, but we went ahead and sent it over again. We also requested, in that email, to have XXXX XXXX XXXX  call us with an update on the loan assistance. We have never received a response via email or phone on the status of our requests. My husband is still unemployed. He is also XXXX  with XXXX XXXX and the stress of this has taken a toll on his health. We have tried calling XXXXXXXX XXXX XXXX at the toll free number provided to us but when we call we only get a loan assistance officer working from a call center. When we ask to be transferred to XXXX XXXX XXXX extension that was provided to us we are told " We have no way of transferring to an extension. '' So, we are stuck not knowing what is going on or how to contact anyone about our request for loan assistance. My husband email AGAIN on XX/XX/XXXX and we have received no response. 
After doing some research on the internet I found that LoanCare is notorious for not following up with people and then blaming them for not sending over the requested paperwork in time to provide loan assistance. I was under the impression that having an FHA backed loan provides us with more assistance options. But, since we are unable to get a hold of anyone at LoanCare in the Mortgage Assistance Department, we can't get answers to our questions. This is all been very stressful. We have been in our home for 19 years, made every payment on time, but have fallen into a difficult situation for the first time in our lives. It frustrates us that we, as Americans, don't do more to help those that have a track record of paying on time and doing the right things. We do not want to move from our house. It is equipped to handle my husbands handicap issues and moving is not an option if we can just get a little assistance until my husband finds a new job. 
We hope the CFPB can reach out to LoanCare and get them to follow up with us. Its been over a month since we first contacted them. 

Warmest Regards, XXXX XXXX

Company response to consumer: Closed with explanation