Consumer complaint received 2022-07-12 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: FL

Complaint narrative:
Our journey started with LoanCare , LLC, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, back in XX/XX/XXXX. My husband has a XXXX XXXX which affects his XXXX XXXX. We have been dealing with the XXXX since XXXX but with XXXX it has just made it a more pronounced XXXX. He had to prepare and have XXXX XXXX in XXXX and XX/XX/XXXX which costs {$27000.00} and {$24000.00} dollars. We did get delinquent on our financing on several items during XXXX and reached out in XXXX XXXX to see what could be done. Sent documents on several attempts to get what the next steps to proceed. Everytime we reached out, they just needed something else. Finally in XX/XX/XXXX we received a document indicating a Trial Period Payments. They were only about {$150.00} less than our existing payment but we made as agreeded! XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. No further documentation came regarding next steps. On XX/XX/XXXX called and spoke with XXXX, who said that they were working on the modification and we should be receiving the follow-up. She indicated " not to make a payment until we received '', it would just delay the modification. By XX/XX/XXXX we still had not received any information and no phone call. I called and spoke to XXXX. He said he didn't know why we had not received the payment was going to be {$920.00}, 1st payment would be XX/XX/XXXX, he said we should receive the information. Called back on XX/XX/XXXX and was told by XXXX that the package was still be worked on. First payment due XX/XX/XXXX. Still would not take a payment. Called and spoke with XXXX on XX/XX/XXXX still not completed modification, but she said " oh yes I will take a payment and I see where it is {$940.00}. She applied and I asked for a confirmation number and wanted to speak with a manager. She tried to transfer me but they were not available so she transfered me to a supervisor. Had to go through the whole story again with XXXX and he would look into it but also said he would call me back. I was pretty blunt and harsh, but guess what he never called me back. A package was prepared on XX/XX/XXXX, but not sent until XX/XX/XXXX and another package was sent on XX/XX/XXXX. Much to our suprise it is no help to us at all. We were not notified or called to discuss the terms. When we recieved our rate went from XXXX XXXX XXXX XXXX XXXX payment is only {$150.00} less than orginal and then there is also attached a Promissory Note to HUD in the amount of {$29000.00} that XXXX couldn't give us an explanation of total today when I called, This is not due and payable until the 1st mortgage is paid. The amortization of the modification was reset to a XXXX  year term. None of this was disclosed to us or we were not called to explain the terms or options. Again we are XXXX and XXXX XXXX XXXX why would we do this? All of this process is deceptive and non-compliant from a servicing process. At this point LoanCare should be penatilized and even pay our mortgage in full for simply causing us the additional stress and XXXX  which cause additional health issues. Thank you for your consideration in this matter. LoanCare needs to change their processes as I am sure we are not the only ones.

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