Consumer complaint received 2024-03-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: LoanCare, LLC
State: OH

Complaint narrative:
In late XXXX I contacted Loan Care and HUD regarding assistance with my loan as I needed XXXX  month of non-payment due to several personal and financial reasons. I spoke with Loan Care who gave me information to request loan assistance. I attempted to make partial payment their systems and submit the forms they requested. Their systems were down for nearly a month, I was told to send this via XXXX, which I did on XX/XX/XXXX. 

I continued to call and request assistance, I was told as their systems were down they could not determine if my paperwork was received however I would get a letter once down. In the interim I was told there would be NO impact to my credit reporting. 

I began to receive several letters a week with differing information, some threaten XXXX, others telling me to contact my loan specialist ( which I did several times with no response ), others telling me I was approved for a loan modification and I would receive the details on this within 15 days to accept or deny ( I NEVER applied for a loan modification ), others saying I needed to submit paperwork ( which I did twice ) and others asking me to email to schedule a meeting ( which I did twice with NO response ). Obviously I have copies of these emails and the letters sent to me should be track in LoanCare 's system as the once threatening XXXX ( for XXXX payment ) required postal signature. 

I was finally able to speak to someone in collections on XX/XX/XXXX explain the entire situation and how I was not able to get any confirmation on next steps or clear direction due to multitude of differing communications and failure in LoanCare to properly respond to my emails. I told him I had already made a partial payment for XXXX and was intended to caught up within XXXX weeks, however I wanted to speak to a supervisor to ensure this XXXX experience was documented and no impact to my credit. He said he would request a supervisor contact me and noted the system regarding the payment and that I was no longer needed assistance. I did receive a call, however I was working and unable to take it. I was told to call customer support back, which I did and the very rude rep told me she could not see who had contacted me thus no where for her to go with this request. 

I called back recently as I was not able to make a payment, I was told I could not make a payment as my online portal was locked and it order for it to be unlocked I had to send an email in writing saying I no longer wanted consideration for loan assistance I requested XXXX months ago. I sent am email that read " formally declining load modification due to terrible service ''. I made the payment with the rep over the phone. 

For XXXX months I was unable to speak to anyone regarding my request, no responses to email and did everything I was asked to due as a consumer, I did contact HUD as well to make a formal complaint. Following the formal decline, LoanCare then reported by account as delinquent on credit report when it is in fact current AND I was told this would not impact my credit. This is a poor example of customer/consumer service. I was not provided any assistance and they did not follow their own protocols. 

I would like my phone call with collections on XX/XX/XXXX reviewed and an understanding why there were no responses to the submission of paperwork or my emails requesting a meeting. I want the tradeline from my credit report removed immediately.

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