Consumer complaint received 2025-04-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LoanCare, LLC
State: NC

Complaint narrative:
To whom it May Concern this is XXXX XXXX homeowner regarding loan number ending in XXXX. 

XX/XX/XXXX I moved into my home. During XXXX I took out one deferral. XXXX of XXXX I contacted loan care and explained my then medical issues, which resolved XX/XX/XXXX. Over the phone I answered all the questions and was told I was approved without any further explanations or requirements for the deferral and that I would resume payments XX/XX/XXXX which I have. When I received the XX/XX/XXXX statement the 3 months I was told were approved for the deferral were showing past due on my statement. I called XXXX confused. I spoke with four different agents 4 different times whom told me the same, that I was approved and for the fourth time needed to fill out there mortgage assistance application, stating they needed it again. When I continued to call to make my payments the deferral was still being worked on they said. Frustrated and getting nowhere I visited the office off XXXX XXXX in XXXX XXXXXXXX. My son and I met with the then manager of loss Mitigation XXXX XXXX XXXX who heard my story and said he was getting his Vice President involved and this was not an error on my part. I handed him months of bank statements and paycheck stubs as proof I can afford my mortgage. He has since moved on from the company while this was being worked on. As my goal to stay in my home I have continued making monthly payments. During this time my home has remained in suspended foreclosure. I asked my mother XXXX XXXX whom is authorized speaker on my account to assist me, as I am frustrated and not finding any resolution thus far. 

XX/XX/XXXX at XXXXXXXX XXXX my mother and I spoke with XXXX employee number XXXX, from the Loss Mitigation Leadership Team. We Spoke with her because the regular customer service representatives are not allowed to accept my monthly payment on my loan due to the suspended foreclosure status. 

XX/XX/XXXX my mother and I spoke with XXXX employee number XXXX, who is also a member of the Loss Mitigation Leadership Team again to make a monthly payment because of the foreclosure status. 

XX/XX/XXXX at XXXXXXXX XXXX another loan payment was made with Loss Mitigation Leadership Supervisor XXXX, employee identifier XXXX. 

XX/XX/XXXX XXXX employee identifier XXXX called to update me on my current loan status and left a voicemail on my cell phone to call her back without a direct extension. I called the same day and XXXX the customer service representative reached out to XXXX, XXXX stated to XXXX to tell me that she was not available. 

XXXX then proceeded to tell me the investor refused to buy back my loan and that I needed to come out of pocket the balance or my home would be foreclosed. I need to stay in my home and I was assured that this company does everything they can to keep homeowners in home. Please prove this to me. 

Sincerely frustrated, XXXX XXXX cell number 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