Consumer complaint received 2021-08-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
It was my understanding that per the Cares Act I was able to request two 180 days forebearance along with two additional 90 day extensions. I have not had any issues requesting and receiving the extensions until this last one. I have been very communicative with Loancare which is subserviced by XXXX. 
I was already in foreclosure prior to the Pandemic. However, I feel Loancare is being deceptive and manipulating the Cares Act in order to take my home as it has equity in it and/or force me into a payment plan sooner than I anticipated based upon their misleading information. 
On or around XX/XX/XXXX I was approved for the 1st 90 day extension, which would have given me to the end of XX/XX/XXXX. I then applied for the last 90 day extension on or around XX/XX/XXXX which would have given me until the end of XX/XX/XXXX. I received on XX/XX/XXXX an APPROVAL of the forebearance extension. On or around XX/XX/XXXX I went online to view my account and the extension I received was not honored. They had led to me believe it was by sending me a confirmation, but never extended the forebearance. I would have never known had I not logged in and searched for the terms. When I submitted an online inquiry on XX/XX/XXXX Loancare never responded. When I called in to find out what was going on and why I did not receive a response to my inquiry I was told that I requested my forebearance too early and to call back the following month and request the extension. The representative was aware that Loancare was sending out Approvals but not honoring them and said she had already advised Loancare but they have not corrected the issure. I was told to call back the following month and request my extension. That is fraudulent and deceptive practices. I have been advised that I have been Approved for my requested forebearance three additional times. I was given until XX/XX/XXXX, when I was told I had 77 days from the previous time. Then I was told I had about 15 days available about two weeks ago and that would give me until the end of XXXX. I had to call in to request the extension as it would no longer allow me online. When I called in the representative advised me that only a manager could do. I received confirmation on XX/XX/XXXX twice stating I had been Approved again. So, to my surprise I went online a few days ago and they extended the forebearance by 1 day. I believe I am now approved instead of XX/XX/XXXX to XX/XX/XXXX. Yet, it still states I have days left that I have to call in for again. This is so negligent to play with a persons liveliehood like this. They are stalling for time and making me think they are Approving me and then giving me days at a time that are shorter than what is listed available to me. I have kept a very detailed papertrail as I know this is not ethical or legal. I understand that I was already in foreclosure for a completely different reason outside of COVID 19, but what they are doing takes away my possible solutions by cutting my reaction time by making me believe I have time that I do not actually have. If I did not follow up behind them to verify and investigate what they are doing then I would be in complete darkness. I looked up the exceptions to the Cares act regarding homeowners who were already in default, but I have consistently tried to communicate with Loancare and follow their instruction, but behind the scenes they are doing something different and opposite of what they are doing. They also cut my original forebearance time by about 21 days at the beginning of my forebearance request in XX/XX/XXXX. CFPB is my first step in trying to resolve my issue.

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