Consumer complaint received 2022-08-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: OH

Complaint narrative:
XX/XX/XXXX No refund sent I received a letter from LoanCare claiming they issued me a refund check on XXXX, XXXX, XXXX. For an excess of funds in the escrow account. They claim the check was never cashed and offered to reissue the check to me. They ask me to complete a simple form and fax it to them. I complete the form as required and faxed it to the provided number the same day. They never sent me the check, and instead it went to the States unclaimed funds department. I now must go through the State to get my refund. 

XX/XX/XXXX Mortgage Assistance I received a letter from LoanCare that I qualified for a loan modification and HUD partial claim. This was good news for me because interest rates were low, and I could lower my payment. This was also important for me because the pandemic took a toll on my income, like so many other people. My wife passed away in XXXX of XXXX. This made the forbearance and partial claim even more necessary because of losing her income. 
I filled out the Mortgage Assistance application on XX/XX/XXXX. On the application I noted that my wife was Deceased. I even attached a copy of the death certificate. I received a notice dated XX/XX/XXXX that my application was received and under review. 

I eventually received a contract in the mail with instructions to sign and get it notarized. I noticed that my wifes name was on the contract for signing. Knowing this could be a potential issue, I called LoanCare and let them know that the contract I received still had my wifes name on it asking for her signature, but she was deceased. After the representative supposedly investigated it, I was told it was okay to go ahead and sign the contract anyway and leave my wifes signature blank. 
I went to my local credit union and had the manager notarize all the documents exactly as the instructions required. Signing and dating page after page. I sent the contract back and a few days later I received in the mail another contract to sign. Apparently, the underwriters had a problem with my wifes name being on the contract with no signature... 

So, it was off to the bank again to sign, notarize, and send. We thought that was the end of it. To our surprise a few days later we received yet a 3rd contract. After waiting HOURS on hold, speaking with one supervisor after another. Trying to figure out what was wrong with the second contract we signed so that we could avoid any further hang-ups, the rep on the phone said it was an error on their end. 
Fine, we take the 3rd contract in and sign, notarize, and send it back. Third times the charm, right? 
A few days later I receive a 4th contract in the mail. 

XX/XX/XXXX I receive a letter from LoanCare stating that it is working with a third-party representative that will be visiting my home to assist me in completing and notarizing the contract. I guess the fourth time was the charm. I was still never told why the previous 2 contracts did not pass the underwriting process. 

XX/XX/XXXX - Payoff Statement LoanCare issued me a payoff statement that I did not request. 

XX/XX/XXXX - Security Incident I receive a letter from LoanCare notifying me of a Security Incident involving unauthorized access to our file servers was identified in early XX/XX/XXXX. An unauthorized person obtained access to files on our file storage servers from XX/XX/XXXX to XX/XX/XXXX. The accessed files were then reviewed by our investigation team to identify the content. On XX/XX/XXXX, the review process generated a preliminary list of individuals, including you, whos name, address, loan number, and Social Security number were used to mail notification letters. For some, the accessed files may also have included information provided in connection with a loan application, loan modification, or other items regarding loan servicing. 

XX/XX/XXXX Cant make online payments I have given them ample time to update their website, but to this day I still can not make a payment online. I must call in and speak with a representative to pay the correct loan and amount. 
They make me log into 2 different websites, including verifying a code over the phone, two separate times. Once I finally get to my dashboard, I cant even see my updated loan information. All the information on the website including my Loan amount, Interest Rate, and Payment is OUT-DATED. 
There is no updated loan information according to the loan modification contract I signed. That means I cant make an accurate payment on the website because the Minimum payment due is for the previous loan. This makes their website useless.

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