Consumer complaint received 2024-05-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: LoanCare, LLC
State: NC

Complaint narrative:
on XX/XX/XXXX my home suffered a flood loss due to a washing machine malfunctioning, I contacted my insurance and they issued a check for the repairs with both myself and LoanCare Mortgage on it I then tried to get someone to repair my home as it was unlivable since all first floor flooring had to be removed and all walls were damaged, I went to my mortgage company and asked for money for a XXXX to start the repair but since the mortgage company would only pay 25 % up front no one was willing to take the job, I was displaced from my home for roughly 7 weeks at which time a friend of my family told me to contact XXXX XXXX who was having a garage built in the back of his home and ask if he could help, I contacted XXXX XXXX and he informed me that he couldn't get involved unless the insurance company agreed to the repair without having to deal with the mortgage company as they weren't allowing enough start up funds to start the job, so I contacted my insurance agent XXXX XXXX XXXX with XXXX XXXX on the line and they told him that if he repaired the property that they would cut them a check once the job was completed and they received pictures and invoices for the work, at which point XXXX XXXX became responsible for our repair and it started on XX/XX/XXXX and was was completed XX/XX/XXXX once the job was completed and all requested documentation was provided XXXX XXXX informed me that my mortgage company told them not to pay the XXXX directly but to send the check with them listed on it, I understand this is a standard practice so that isn't the problem the problem comes in where LoanCare has repeatedly pushed the goal post back when it comes to paying XXXX XXXX his money back who was the guarantor on my home repair, he became responsible and had to pay XXXX on XX/XX/XXXX to the contractors on my behalf for my home repair and has repeatedly requested his money back, it has gotten so bad that XXXX XXXX went and filed a XXXX against my home to try and recover his funds, I do not blame him as he had to pay for someone else 's home and hasn't been reimbursed, this has been a total disaster as far as me and my wife are concerned we are both XXXX  and the stress is unending, I understand that mortgages have rules but they have now been in possession of the check since XXXX and it is now almost 2 months later that we have owed for the repair and as i previously stated they keep moving the goal post. They told me to send the the invoices and the would pay him then they told me that they would send a check the next week and so on and so on and this has been going on for almost 2 months and 15 phone calls, the reason am filing with you is that i looked on line and see that this is a standard practice of this company and this type of behavior needs to be addressed I can not fault XXXX XXXX for wanting to be reimbursed for a good deed that he did for me but I also don't feel I should be penalized for this situation when all the mortgage company has to do is pay this man, it should be noted that the mortgage company has the check sitting in escrow gathering interest i assume, also it should be stated that the water mitigation company who i never agreed to pay XXXX was partially paid and they did not run into the 2 party check rule, the only person this seems to apply to is the person who truly got my house back to livable, the mortgage company has sent out their inspection people and they praised the job that was done to repair my home so why won't they release funds for XXXX XXXX.

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