Consumer complaint received 2025-09-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LoanCare, LLC
State: NC

Complaint narrative:
I have gone through a forbearance and XXXX modifications with loan care for hardships and am now holding a contract for a third modification. After the first modification which was after covid, XXXX  covered a partial claim yet they still added {$14000.00} to our loan and extended our terms. The second modification was supposed to be a hardship modification, as we had to send in documents showing why it was a hardship, so that they could, according to them in their words, " help make our payment more manageable going forward '', however our payment went up {$300.00}. Another modification the same exact thing happened, and we were sent documents back XXXX times telling us there were mistakes and to fix them and that we had to have the documentation in within 10 days, not business days but 10 days but would not tell us what the errors were. We were sent the documentation back numerous times and none of them told us what the errors were. We called numerous times and we're told by customer service there was nothing they could do and they did not have that information available to them regarding our modification. We asked to speak to somebody who could they said they were the only point of contact. So to avoid risk of being foreclosed we had to sign the paperwork and send it back against our better judgment because they were increasing the payments and increasing the terms of the loan to XXXX  months. Because the payments went up so much we had a more difficult time trying to keep up with them and spoke with somebody in their loss mitigation and we're told again they would help make the payments more manageable by extending the terms and spreading the past due amount over the balance of the loan, however the payments went up again by {$200.00}. Again, we were not given a point of contact on the loan modification contract. It simply stated customer service. When we tried to call we were told the exact same thing that there was nothing they could do as far as information and they couldn't give us anybody else to talk to because they were the only point of contact. We are holding another modification where the payments are going up again and the loan terms are being extended again and I spoke with customer service they kept talking over me would not let me finish my question or my statement to get the information I needed, which was exactly why the amount being added to the principal balance was what it was, what month it was covering that were past due, and why we weren't given a point of contact and we're spoken to very rudely and told that we did have a case manager and gave me a name but we were never given that information and she said that they do not give that information out on the modifications. If I am correct by law we are supposed to have a point of contact on the modification so that we can discuss any concerns however again, we were forced to sign the modification to avoid foreclosure because we did not have anybody to talk to about our concerns at loan care and we had to have the paperwork back within 10 days, again not business days but 10 days from date of receipt of the modification to avoid foreclosure. We did not have the money for an attorney and are speaking with a XXXX  XXXX soon. The last XXXX modifications we tried to get an appointment with a XXXX  XXXX but we're not able to get in within the 10 days so we had to go ahead and send the paperwork back. I have tried numerous times to talk to somebody and get complete information regarding these modifications yet I am constantly talked over, given rapid numerous numbers XXXX after the other trying to confuse me, not being clear and concise with the information that I'm requesting and will not send me copies of my past modifications. They are stating they do not have access to them and I can not get them on the app or their website. When we received the modifications back from them that were signed by them they were incomplete, missing pertinent papers from the original modification that was signed yet when I asked XXXX XXXX again, I was talked over and told I was wrong which was not the case. Because of lone hair are payments have doubled since we started with them and our loan terms are back to XXXX  months and we have been in this house for XXXX  years. Our principal balance is basically the same as it was when we moved in XXXX  years ago due to Loancare and their purposely confusing and deceptive means of communication and doing business. They have not been transparent nor have they been clear and concise regarding any transactions, modifications or agreements. I am currently trying to get another mortgage to move for health reasons as I can not stay in this house any longer because it is not suited for me and my health and it is a physical danger for me to continue being in for much longer yet I can not get another mortgage due to the problems that have been caused by Loancare 's lack of assistance which has caused me to have passed you payments in the last year on my XXXX  loan because they keep increasing my payment when I keep asking them for help reducing them and help making them manageable. They have gone from XXXX a month to almost {$2000.00} a month and back to XXXX  months for the loan terms. If I was having hard time after XXXX  from being put on XXXX  and having large medical expenses and having to take time off of work, how is increasing my payments and lengthening my loan terms numerous times supposed to help me as a consumer? They are obligated to do what's in the best interest of the consumer and are supposed to not willfully, mindfully and purposely putting the loan holder in a position where they can not afford their mortgage. That is what loan care has done consistently for The last XXXX  years. They knew the payments were not manageable yet they did them anyway. If I am correct they are not supposed to do that. They are required to ensure that the payments are manageable before any agreement is finalized and to not put the consumer in a position to fail in their loan. They have grossly failed at doing so and now my health, safety and finances are at risk terribly. From what I see there are thousands upon thousands of complaints with loan care regarding the same exact thing. Their customer service is terrible, they are not willing to help or listen or do what's in the best interest of the customer. They are predatory, deceptive and far beyond unscrupulous and immoral. I am actually attaching documentation showing that there is no point of contact on the modification paperwork anywhere other than the words lost mitigation department written. There is no name or phone number of anybody to contact at loan care regarding concerns with this modification.

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