Consumer complaint received 2020-06-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: MI

Complaint narrative:
This is in regard to the entity known as XXXX XXXX / Loancare & specifically their website https : //XXXX.myloancare.com I currently have two mortgages that this entity has acquired. Both mortgages are current but in forbearance with that period to end for both accounts the end of this month which is the 1st 90 day period of forbearance requested. Just like their prior iteration as XXXX XXXX they footdrag, XXXX or deliberately set a client up for problems. I just received two separate mailings from them stating I needed to notify them as to if forbearance period was adequate or I need additional time. They stated request has to be made no later than XX/XX/2020. I just finished wasting over an hour & a half on their website. In addition to website not fully functioning it only allowed one mortgage account to be listed when registering. I did that and went to create a second registration for other mortgage creating new User ID & password along with mortgage account #. It accepted registration, went to next page and states to go to initial account and add second mortgage. As I stated earlier website is not fully functional. When I went back and logged in using first account credentials I get message " Our records indicate that your loan is currently 30 days or more past due. To assist us in better servicing your account, please provide us your reason for the delay in making your payment. 
Delinquency Reason : " None of my accounts are past due!!! Forcing you to make selection choice which is not " forbearance '' or " Covid 19 ''. None of these buttons are active ; i.e., working. There is no way you can add another mortgage account number or other information. 
My Account My Statements Make a Payment My Profile Account Services In short, their website is not fully functional which I believe is deliberate. 
So here 's how I'm going to deal with this. As XXXX Loancare denied me the ability to extend my forbearance any other way consider this complaint to be a demand for extended forbearance for 90 days on both account # 's : XXXX & XXXX. Furthermore I will NOT engage further with your website as I do not trust or expect anything this entity ( s ) to do to be in the interest, letter of or spirit of the CARES Act & forbearance. I will conduct all further engagement with them via USPS mail. In addition, I will not accept any calls from them & will deem any call from them henceforth to be of a harassing nature & will treat as such. You tried calling me twice on XX/XX/XXXX & XXXX. I have no intention of engaging on phone after what happened with XXXX XXXX ever again. XXXX/Loancare, you want something or have questions ; put it in writing & mail it. You've got my mailing address. I will also forward a copy of this to my attorney. I will also contact the Federal & State authorities about this matter. I have had it with XXXX/Loancare & I'm not going to tolerate this XXXX from you. While I have every intention of paying my debt I did not agree to nor will I put up with this. I went thru all the abuse with XXXX XXXX. I'm not going there again!!!!!

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