Consumer complaint received 2019-12-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: WA

Complaint narrative:
Original- complaint XXXX Received an email stating this case number was closed due to being resolved. After, I received this email- I finally got an email from Loan Care. In their email dated XXXX XXXX stated they were looking into the Ex-Wife still being on the loan. They requested to have proof of Insurance as well as proof of payment made. 

Your email dated on XXXX XXXX stated the company had resolved the issues. 

I feel this has not been resolved and I'm at more of a loss. 

On XXXX XXXX XXXX I received an email from my attorney 's assistant claiming my case was going to be handled by another attorney and that I was to be in court the following morning. I knew nothing of this date. 
After, several emails my attorney replied that she was able to get a continuance in place which is tomorrow up in XXXX WA- concerning my Bankruptcy that I filed to protect my house in hopes the issues with Loan Care would be resolved. 

At this point- the money that I gave in XXXX of XXXX has not been fully reconciled. The Company had several charges for fees that were duplicated and I feel they used the extra fees that were to be used to pay my payments in advanced in fees that did not belong- just to use up the extra money. Also, there was a payment for XX/XX/XXXX that was never applied to my account- in which the loan care stated I missed the payment. 

Also- in XXXX XXXX I made a payment to the Trustee I would like to have an accounting of that money- the statements do not reflect that they received nor applied to my loan. 

Lastly- I still have not received the pay off amount - so that I could secure financing with another bank if needed. 
I have noticed at some point I was indeed granted a modification of the loan and my interest went down. I however, do not show that I was ever given the confirmation that indeed this was in place. 

I still would like to have my house- I would like to have my ex wife off my house, and have the extra money that I did in fact wired directly in- be accounted for- applied and be able to continue living in my home. I would also like to have the accounting of were the money was applied and to prove they did not use the extra money in fees that were made up. 

I can be reached directly at XXXX XXXX XXXX XXXX. 

I also received a facebook message from my Attorney XXXX XXXX claiming that my friend XXXX XXXX had turned her in for not handling my case properly. My attorney is stating that she is going to withdrawal from my case and not protect my interest. My friend did send XXXX XXXX and email asking her of this claim and to provide documentation and has not heard back. I feel that my attorney is using an excuse- as I have now ask to her to provide the documentation to the courts that I did indeed paid my attorney fees as well. Her receipt that she gave me was a signed business card.

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