Consumer complaint received 2025-07-31 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: LoanCare, LLC
State: TX

Complaint narrative:
Last XXXX I called my mortgage company with my attorney at the time on the call asking about the Payment Supplement plan offered for FHA loans and advising I am now employed and able to make payments on my mortgage. The mortgage rep offered to put my overdue balance at the end of the loan to bring my account current. We all agreed to this arrangement over the phone that day. The rep said I should receive my copy of the agreement in about XXXX XX/XX/XXXX I received a letter dated XX/XX/XXXX from my mortgage company confirming us contacting them and confirming our agreement to put my past due balance at the end of the note to bring my account current. This letter states they are offering me an FHA Covid 19 Standalone partial claim. This letter states within the next 15 days they would calculate my Mortgage assistance.Then on XX/XX/XXXX of XXXX I received another letter from my mortgage company which was a loan modification increasing my rate more than double. On XX/XX/XXXX me and my attorney called my mortgage company that this was not we agreed to back last XXXX. We were told they would send me the correct agreement documentation. On XX/XX/XXXX I received another approved letter and to again give them 15days to calculate my mortgage assistance, this letter was dated XX/XX/XXXX. On XX/XX/XXXX I called my mortgage company I spoke with a Supervisor named XXXX, she informed me that it's still under review and another letter was generated XX/XX/XXXX and is in route stating partial claim is still under review. On XX/XX/XXXX I received another letter dated XX/XX/XXXX offering a trial payment plan. So again I called asking what is going on, this is not what we agreed to. The rep who answered my call offered no explanation other than they were backed logged and to give them some more time to get the correct agreed documentation out to me. Then XX/XX/XXXX I received another letter dated XX/XX/XXXX stating since I didn't make my trial payments that liquidation or a reinstatement of {$31000.00} must be paid immediately. Unfortunately since I just found employment I am only able to work part time due to my XXXX. I advised my mortgage company I had applied for SSI benefits but their review process is over 400 days at this point. I submitted another mortgage assistance application XX/XX/XXXX online. I received an email confirmation that it was received. Their site states it takes XXXX for review. I called XX/XX/XXXX to check on my mortgage assistance application but they had an automated message stating they could not take calls at this time and the line automatically disconnected. I called again today XX/XX/XXXX I spoke to a rep XXXX I believe who told me that they do not have a mortgage assistance application on file for me. I explained I submitted it online XX/XX/XXXX, I received an email confirmation. I then asked the mortgage rep to transfer me to a Supervisor. I was then transferred to XXXX who stated that my mortgage assistance application was automatically denied, he did not provide a reason. He said there is nothing they can offer me to save my home. I never did receive the correct agreed documentation from my mortgage company and now my home is in foreclosure, sale is scheduled for XX/XX/XXXX.

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