Consumer complaint received 2025-01-30 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: CA

Complaint narrative:
Dear CFPB, I apologize for having to submit yet another complaint about Loancare. I am just at a loss for how to get them to resolve my issue after all of this time. After my last complaint Loancare did the same exact thing they have been doing for the last couple of years which is sending me Loan Modification Paperwork without the Power of Attorney verbiage on it, and not arranging a notary to contact me to sign the Loan Modification Paperwork so I will not have to incur any additional charges. 

I had a HUD-Certified Housing Counselor call Loancare with me on XX/XX/XXXX and they had a rescheduled foreclosure on XX/XX/XXXX ( XXXX XXXX ). 


On or around XX/XX/XXXX I spoke with representative XXXX from Loancare and she wanted to advise that there was a Loan Modification package that had been sent to me and should be arriving that same day. I was advised that modification was around {$3200.00} at a 7.375 % interest rate. This is way higher than previous modifications. I advised the representative of my concerns with the previous issues with the continual absence of the Power of Attorney verbiage as well as a notary that is supposed to administer the signing of the paperwork. 

The representative XXXX then proactively informed me that once again they have erroneously forgotten to add the Power of Attorney verbiage on the Loan Modification Paperwork.

I was advised that she would be redrafting the paperwork and not recalculating it. I asked at what point was Loancare going to take responsibility for all of the interest and time over the last couple of years for these errors and was advised she did not have that information. 

On or around XX/XX/XXXX we called the attorneys office and they advised us that my sale date is still XX/XX/XXXX, but it was on hold. 

On or around XX/XX/XXXX the same HUD-Certified Housing Counselor and I called Loancare again and they advised the sale date was changed to XX/XX/XXXX. 

On or around XX/XX/XXXX the HUD-Certified Housing Counselor and I called Loancare to inquire on why I have not had their notary contact me to sign the Loan Modification Paperwork like their previous protocol. The representative XXXX stated they called me on the original foreclosure date of XX/XX/XXXX ( XXXX XXXX ) and XX/XX/XXXX. I advised I have no record of this nor do I have any messages from them. I advised the representative that it seems like Loancare is not taking accountability for their negligence again as they are aware their protocol is supposed to be to send the Loan Modification Documents to whomever their notary is and have them contact me to sign. When I inquired on why this did not happen the representative stated that the notary would have contacted me. I asked if she can see any notations on when they may have contacted me and I was told that they should have contacted me. I tried to get a definite answer on if they did or did not try to contact me and was advised they likely would have done that. There was never any verification on their end that was done. The representative then proceeded to turn it around on me and ask me why I did not contact their notary? I responded that I do not have their notary information and I do not know who they use and I do not remember who that was from last year.

The HUD-Certified Counselor then inquired if I could submit another modification application since now the documents are expired. The representative first responded that they normally need 30 days to process the application and she could not guarantee that it will be done in time for the foreclosure since it was 12 days away. Then she eventually made another comment that was discouraging that there is just no time. I understand that this is stressful on both sides, however I would think if they are causing these delays due to their errors then why are they not acknowledging the situation and being more helpful so we can move forward? The HUD-Certified Counselor also requested a payoff just to see the numbers and the representative said she would fax that over. That was not even a consideration. 

Once again, we are at a foreclosure date of XX/XX/XXXX, however there is no accountability from Loancare on Loan Modification Paperwork errors, internal notary arrangements, accrued interest, increased interest rate and payment.

I was encouraged to submit a Loan Modification Application regardless of being encouraged not to, because I am trying to work with Loancare and they are supposed to at least try to assist me and not discourage me. In addition, they have processed the application previously in less than 30 days. Application was submitted on XX/XX/XXXX. 

XXXX-The HUD Certified Counselor and I just tried to call Loancare and they will not allow our call to go through. After we put my social security number in it tells us to call back during business hours which we were. They do not close until XXXX XXXX Time even though the website says XXXX Eastern time, however we are calling aXXXX XXXX XXXX  Eastern time and they still will not let our call go through. They did this a couple of years ago which is in a previous complaint where they blocked me from calling in. We also called the Attorney/Trustee and the representative is now stating that they do not do third party calls, three way calls. I now have to give a written request with a signature in order to speak to us. This has never happened before and we just called last month and they month before that with no issue and now all of a sudden their procedures have changed.

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