Consumer complaint received 2022-06-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: OH

Complaint narrative:
On XX/XX/XXXX, I logged into the website and applied for a 3 month forbearance on our mortgage. My husband and I were just going through a minor rough patch and needed a little leeway to get us over the bump. ( During the pandemic, neither one of us lost our jobs but we did endure stents of lost hours which put us behind on multiple things ). I received an email advising I would receive a response within 3 days by email. Thinking the first did not submit correctly, I resubmitted again XX/XX/XXXX and XXXX again receiving no response whether the request was approved nor denied. I submitted an inquiry through the website requesting information about this, to which I received an email advising the request was forwarded to the appropriate team on XX/XX/XXXX. Receiving no response still by XXXX, I called and waited on hold for over 30 minutes to speak with an agent. It was at that point I was advised the account does not qualify and the forbearance is only offered for the Cares Act which stopped XX/XX/XXXX. When I asked why it was listed in two different sections on the websites, she diverted and told me to fill out a form to modify our loan. By this time, our account was in a past due status. The agent had refused to transfer the call to a supervisor and told me only a call back was available. I never did receive that call back. 
The next day a man showed up at my house wearing disheveled clothing and driving a beat up XXXX sedan. He knocked on my door consistently until I answered, barely opening the door enough for him to see my eyeball, and kept asking if I was the owner of the house. When I finally all but yelled at him, " what are you here for? '' he replied with " Look, I'm only hired to give you this slip of paper ''. I grabbed the paper and shut the door- only to find the paper was a notice to " Call loan care regarding your payments ''! The account would have just hit 30 days, if that. I reached out to the only person I knew from XXXX XXXX, which was the original company the mortgage was set up with. That's where I was set up with the liaison for LoanCare. 
The first email communication I received from XXXX was XXXX. He had me call to receive the full scope of the story and advise of how he wanted to handle the situation from his side. He told me it was his team that sent the rugged looking man to my house for some people are not aware of the payment assistance program that they offer. He advised that once the payment is made for XXXX, he would go in and remove the late fee associated with that ( was not done ) and any late fees going forward until the matter is resolved. He promised he would reach out and see about getting the forbearance pushed through, but in the meantime advised me to fill out a mortgage assistance application. I was supposed to hear back from the following week. It did not happen. 
My husband and I filled out the mortgage assistance application as we were advised to do. Upon submitting this application, all payments were SHUT OFF on our account! We were unable to make any payments or receive updated payment information through the website. 
We received notifications through mail saying we were approved for this loan modification. Then an email on XX/XX/XXXX saying the modification package is " on it's way ''. On XX/XX/XXXX, I received a phone call from LoanCare telling me in order to complete the modification they needed a copy of my marriage certificate and driver 's license. When I asked her why, she told me because the deed of the house is in your married name. We weren't married when we purchased the house and my driver 's license is not in my married name. From there the conversation went south when the agent would not allow me to talk, kept talking overtop of me and then started to accuse me of cutting her off when she was trying to talk. Once again I was denied a supervisor and still have not received a phone call back. So again I reached out to XXXX from XXXX XXXX, to which I received nothing for a week and had to follow up. He reached out for my drivers license and marriage certificate. 
From there I requested the modification be canceled and our credit report by corrected. It seems he ignored the request through email and I had to reach out again. From there I was asked to call him where I was told " The wording on the website may be a bit confusing but it's all correct. '' and " We have to report the account accurately. We can't go in and clear anything ''

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