Consumer complaint received 2022-09-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
LoanCare Complaint XX/XX/XXXX I. LoanCare sends request for additional documents to support Loss Mitigation Assistance : Unemployment benefit award letter OR 60 days recent consecutive bank statements showing unemployment income deposit Dated XX/XX/XXXX ( received XXXX XXXX, XXXX ) BY XX/XX/XXXX Responded by email with Award Letter to email address located on request letter on XX/XX/XXXX. 



XXXX. LoanCare sends request for additional documents to support Loss Mitigation Assistance Unemployment benefit award letter AND 60 days recent XXXX bank statements all pages even if blank Dated XX/XX/XXXX ( receive XX/XX/XXXX ) BY XX/XX/XXXX Responded by email with both Award Letter and bank stmts email address located on request letter on XX/XX/XXXX. 

XXXX. Received letter dated XXXX XXXX, XXXX stating my home was in FORECLOSURE XXXX calendar days before a scheduled FORECLOSURE SALE and my application for assistance was incomplete. Called day after receiving letter on XXXX, XXXX and verified Application IS COMPLETE and foreclosure stopped. 

IV. Received XXXX XXXX XX/XX/XXXX ( received XX/XX/XXXX ) stating application complete and LoanCare must deny or submit a written offer for foreclosure prevention alternative within 30 calendar days after XX/XX/XXXX. 
As of XX/XX/XXXX have received neither a denial or foreclosure prevention offer. 

V. Received Letter Dated XXXX XXXX, XXXX ( received XX/XX/XXXX ) Stating my Mitigation Assistance is pending Missing Third Party Documentation, and no action is required by me ( the Borrower ). 

VI. Investigated the status of financial assistance ( supporting missing payment during forbearance periods ) provided by XXXX XXXX XXXX program and found that it is stalled due to : Awaiting Mortgage Servicer Information LoanCare is not responding to requests to State Assistance organization provide funds to pay LoanCare? Is LoanCare proceding with foreclosure to try and strip me of the equity of my home I have been procuring for the last 20 years of paying my mortgage, only to lose it to a bank involved with my loan for less than 3 years? It seems that LoanCare is running out the clock on my time. Without a single point of contact, which LoanCare has offered but in reality will not allow me to contact, I am at a loss for who to talk to at LoanCare. Every time I call I get a different status reported on my account with a different ( well trained ) representative. 


XXXX. 
Additionally, LoanCare has sent an attached notice Dated XX/XX/XXXX ( received XXXX XXXX ). Only recorded one call where my payment for this demand was refused by the XXXX XXXX, XXXX. 

I have also requested a copy of the Promissory Note, containing my signature and contractual obligation of both parties, without response. 

I am also restricted ( and hence discriminated against ) from using the online services to organize and handle communication, payment, documentation needs, enjoyed by every other borrower.

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