Consumer complaint received 2023-05-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: LoanCare, LLC
State: VA

Complaint narrative:
Loancare has failed to investigate my account properly and have continued to provide me with different answers as to why my account reflects delinquent and now will not accept anypayment from me. I was informed on XX/XX/2022 my new due date from exiting Forbearance was XX/XX/2022. I was originally set to exit my Forbearance XX/XX/2022 and made my payment on XX/XX/2022. Recently i discovered none of my payment was applied to my mortgage not even the additional money i paid to go to my principal. I was informed by one rep that HUD actually underpaid that was what caused my account to reflect delinquent. Loancare repeatedly told me they were sorting the issues out my account and out of the blue in XX/XX/2022 began reporting the false delinquency to my credit, They did not provide me with a chance to prevent the reporting and could never tell me exactly what months started the delinquency. I was told on my last complaint that the Due date was XX/XX/2022 and if that is the case why was none of my payment in that month applied to the mortgage. Furthermore No representative ever informed me that XX/XX/2022 was a month i had to pay they ONLY told me that i was to begin paying XX/XX/2022 and in XXXX one of their Reps told me that XXXX was covered and i did not have to pay this call was between XX/XX/2022 and XX/XX/2022. If my account is Truly delinquent it is because i listened to the Reps at Loancare. These calls should be pulled and reviewed, unless they were purposely telling me this false information and failed to put the Correct date on the Documents i had to have notarized in XX/XX/2022. In addition to that if XX/XX/XXXX was truly my forbearance exit date Why would i still be Notarizing Documents in XXXX and there is proof that i had the second set of documents Notarized XX/XX/XXXX at XXXX. Despite speaking with escalations repeatedly and being provided different answers every time i have not received any help from Loancare and not one person at thay company has taken the time to investigate the issues i have brought forth. Another thing if XXXX was truly a month that i should have paid why was it not reported delinquent until XX/XX/2022. This should raise flags. I was NEVER informed that i owed for that month i was also NEVER informed that i owed for XX/XX/2022. They never gave me a chance they just told me lies saying that my Due date was XX/XX/XXXX and the second lie was that XXXX was covered. THE only reason my account reflects Delinquent is because i listened to the Information i was given by their Representatives. This is completely unfair and the only person paying the price is me at the end of the day. I am requesting all Phone calls be pulled and reviewed from XX/XX/2022 to XX/XX/2022. These calls will demonstrate not only the false information i was told that caused my account to fall behind but it will aslo show the Concerns i had during this ordeal and that i was told countless times everything would be ok and that i was not actually delinquent. It is not until Recently the Reps began to tell me they were going by the Dates on the " Documents '' i had notarized in XX/XX/2022 that reflected a XX/XX/2022 start date instead of the Actual Start date of XX/XX/2022 even though these same documents i was told had issues during the underwriting process. Loancare is destroying my credit and NEVER gave me the opportunity to prevent this. And my biggest concern is if XX/XX/2022 was my actual Forbearance exit date Why was NONE of my payment applied to my Mortgage that month and the Payment was placed in " SUSPENSE ''. This Company is unfair and LAZY if they dig deep into this issue they will see i am not wrong, Unless i am wrong for listening to them and following the directions they gave me when it came to exiting the forbearance. And why would the Rep from XX/XX/2022 LIE to me and say XXXX was covered. This LIE has ultimately cost me my sanity and Credit score which i worked hard all my life to maintain. Please Investigate this issue and look past the Technicalities of the Documents and look at the details and listen to the phone calls that took place during this time.

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