Consumer complaint received 2025-03-19 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: TX

Complaint narrative:
I was laid off at the end of XXXX. I initially reached out to XXXX XXXX in XXXX to request a forbearance. I was sent paperwork to complete, but was notified the very next day that my loan was being transferred to Loancare ( XXXX ). Loancare was not able to access my information, and then was unable to provide me with the forbearance request paperwork until XX/XX/XXXX. I completed the paperwork, but was only able to get it scanned and prepared to transmit in XXXX. On XX/XX/XXXX I emailed the paperwork to XXXX. Today, XX/XX/XXXX, at XXXX I received a call from LoanCare asking when I would be making a payment for the past due balance. I explained that I had been laid off, and that I was waiting on a response from a forbearance request. The agent put me on hold, and then afterwards explained that my case was still in review. The call ended at XXXX. I missed a call from LoanCare at XXXX, however the caller did not leave a voicemail. At XXXX I called LoanCare back to find out why they called. The agent who answered asked me again if I was going to make a payment on the past due balance, and if I consented to autodialing. I explained that I had already answered that question today, and that I was only calling back to understand why LoanCare had called me again. I was told it was probably because I needed to pay my bill. I once again explained that I had already answered that question, and that calling me back XXXX minutes later to ask me the same question made zero sense, especially when I was working on a different option. The agent became agitated and rude. I asked for the agent 's supervisor so I could log a complaint about their actions, and I was instead transferred to the department that handles forbearances. 

The agent who answered from this department started with the same question, telling me that I was behind and asking if I would be paying, and if I consented to autodialing. I again explained that I was only following up on a missed call, that I had already been asked that question twice before her, and that she was the third to ask. When I recommended that LoanCare evaluate their policy for these questions as it seemed like harassment, I was told that LoanCare is a debt collector and will ask whatever they want. After a back and forth with this agent, I was finally given the answer that LoanCare had received my email from XX/XX/XXXX, but was unable to open my PDF. The agent declined allowing me to send it directly to her, and explained that until my account is XXXX  days past due there was no way to submit via the online portal. My only options were to mail, fax, or email. I was also told that there was no one who could verify that the pdf I sent in could be opened on their side, and that LoanCare will not reach out to me if they are unable to open the PDF again in the future. 

This company has delayed and obstructed the process of requesting a forbearance, proving an unacceptable quality of customer service, and finally has harassed me by asking and calling me immediately after answering why my payments are not current ( same day, XXXX minutes after the end of the initial call, and then again little more than an hour later ). 

All I'm trying to do is request a forbearance through the process established by LoanCare, however their process and people are in dire need of improvement.

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