Consumer complaint received 2022-12-29 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: TX

Complaint narrative:
XXXX, XXXX, and myself has sent over all documents they have requested. They refuse to review them. Our mortgage was sold almost 2 years ago to LoanCare , LLC. We have never missed a payment and when we bought our house we did so wisely keeping to a low payment, low interest, and low costs. It is a VA loan too. We did not go to the high end of what we qualified for. LoanCare , LLC has wanted us to refinance ever since they took over. We have refused. They have called us muliple times saying we could skip payments, refinace with up to {$30000.00} in hand, and several other offers. We have always said no. They have wanted to " pad a new loan '' and we said no. Now they have created a problem and are trying to get us to refinance or they will forclose on our loan. We have always had insurance on the house ( home, flood, and wind ) all through XXXX. There has never been any gaps in coverage. The company that XXXX had our wind insurance through filed for bankruptcy in XXXX. So they changed us over to XXXX. The mortgage company has had copies of all the documents but they refuse to accept or process them. They had the original wind insurance documents from XXXX and now can not find them. We have sent them 6 times, XXXX has sent them 5 times, and our mortgage company has confirmed that there has never been a cancelation letter by any company, but they depleted our escrow account to pay for their private wind insurance, and since they depleted it, now they want {$10000.00} put back in it by XX/XX/XXXX XXXX they want to raise our monthly payment by an additional {$1300.00} to over {$2900.00}. Copies of all documents have been on file plus, when we transitioned over to XXXX, the paperwork showing no gaps in coverage from XXXX to XXXX was effective. The lady at the mortgage company said that the places ( Email, account links, etc ) where we sent the documents can't be retrieved because they are having known problems with their links and they are known problems to the company. She also said that they were not interested in resloving this or providing customer service, they are simply there to collect money and make the company money. We paid for our wind insurance directly and now they want to pay for it and charge us 3 times as much. We want to pay for it own our own just as we had before. I have spent hours upon hours on the phone and no progress made. I have all of the documents, documents showing our payments, our policies, both old and new, and I am tired and do not know what else to do. I do not understand if we, along with XXXX, XXXX, XXXX XXXX, have submitted all the documents, copies of payments, and never been late, how this could happen and why they would just delete the policies and say they don't have any proof of them which can put us in default on our loan. She said if we don't put {$10000.00} in escrow by XXXX XXXX XXXX make the new payment XXXX XXXX, they will default on the loan and foreclose on our house. We have not changed anything except the wind insurance changed companies. No gap occurred and all policies were provided. They are putting our new payment from {$1600.00} up to over {$2900.00} beginning XXXX XXXX. Documents showing the change from XXXX to XXXX were sent immediately by XXXX and XXXX. In XXXX, the mortgage company confirmed they received the documentation. I told them we would be paying for the coverage directly but they pulled it from escrow without our permission. They then said we didn't have coverage and pulled additional amounts and depleted our escrow. We sent over documentation immediately beginning in XXXX and again in XXXX and multiple times in XXXX of this year with no resolve. They told us we could not refinance our home loan with anyone else because they would put a hold on the loan. They also said they would foreclosure and the VA would have to pay them the loan and then they could resale the house making twice the money. We are first-time homebuyers. This is not how we expected this to be. We have decent credit and have never been late or had any other issues.

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