Consumer complaint received 2019-11-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: OR

Complaint narrative:
In XX/XX/2019, I spoke with LoanCare regarding being unable to make full payments due to me being unemployed. I currently rent the property out. I supplied LoanCare with rent statements that show that the rent does not cover the full loan and I also supplied them with my bank statements showing minimal funds. The monthly loan repayment comes to {$2500.00}. The rent that I receive for the property is {$2200.00} on XX/XX/2019, I received notice that LoanCare approved me for Loss Mitigation and a reduced amount would be fixed for 6 months. The reduced amount that they approved me for is {$1300.00}. On that day, I spoke to a representative and I asked what else was required by me going forward. The representative informed me that nothing else was required and that moving forward only {$1300.00} would come out of my bank account for the approved 6 months. 
On XX/XX/XXXX, the full monthly loan amount of {$2500.00} was taken out of my bank account, which caused my already low bank funds to go in to overdraft. I immediately called Loss Mitigation at LoanCare to ask why this had happened being that I was approved for the reduced amount. The representative I spoke to stated that it was due autopay being set up on my account for the full amount. She stated that Loss Mitigation should have initially adjusted my autopay to the reduced amount of {$1300.00}. After a long conversation, the LoanCare representative stated that they adjusted my repayment to the reduced amount and that come next repayment ( for XX/XX/XXXX ), only {$1300.00} would come out my bank account. 
On XX/XX/XXXX, another payment for the full amount of {$2500.00} came out of my account, causing my already low bank funds to go in to overdraft again and this time in the negative by {$340.00}. I called Loss Mitigation again and the representative stated that this was due to autopay still set up on my account. The representative then stated that this was a mishandled from the very start by Loss Mitigation and that autopay should have been removed on XX/XX/XXXX when Loss Mitigation was approved. They created a ticket on my behalf to request a refund by direct deposit or by check, seeing as they had mishandled my account. I was told to call back in a weeks time. 
They requested bank statements showing that I went in to overdraft. I supplied them with official bank statements that show my account in negative by hundreds of dollars and overdraft fees. It has been 5 weeks, I have repeatedly called and spoken to many representatives/managers who inform me that my full payment is overdue, that help is unavailable, repeatedly transfer me to departments that can't assist me, refuse to let me speak to a manager, give false information about my next repayments ( one representative misinformed me that I wouldn't need to make a repayment until XX/XX/XXXXbut would not provide it to me in writing ), and repeatedly disconnect the line. 
The monthly repayments for XX/XX/XXXXand XX/XX/XXXXshould have been {$1300.00} each. Instead, LoanCare have taken out the full amounts for both of those months. 
At this point in our conversations and my repayment overdue, Loss Mitigation only asks for my repayment, but I can't make that payment seeing as my account is still in the negative due to Loss Mitigation mishandling my account. I can't even afford to pay my other personal debts due to this situation and my account in overdraft. 
Attached are two documents from my bank for the month of XX/XX/XXXXand XX/XX/XXXXthat show that the repayments have caused my account to go in to overdraft.

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