Consumer complaint received 2021-08-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
On XX/XX/2021 I contacted LoanCare to request an 60 to 90 day extended extension before XX/XX/2021, according to when the forbearance plan and terms were set to expire. On XX/XX/2021 I spoke with XXXX, had originally granted the 90 day forbearance and then issued me a confirmation number # XXXX assuring me the the 90 day extension was accepted. On XX/XX/2021 I received a phone call from Loancare loss mitigation department Ms. XXXX, informing me that the90 days extension had been denied due to maximum allowance totaling 520 days. I explained to Ms. XXXX the covid-19 forbearance commence on XX/XX/2021 to XX/XX/2021 is 460. days-and-not 520 days as reporting. I then ask Ms. XXXX if I could resume making payments? Ms. XXXX " No Mama '' your are in a " deferment ''. " no other option are availed '' and that she was calling to collect the debt amount totaling {$35000.00}. I informed Ms. XXXX, that my XX/XX/2021 Covid-19 notice did not indicated to me in the letter that I was in a loan deferment and I didn't know that LoanCare could accelerate on the debt ... I further explained to Ms. XXXX that my XX/XX/2021 letter granted me protection until XX/XX/2021 as long as " I was in a " Forbearance Term Plan until XX/XX/2021 no foreclosure proceeding could commence? I explained to Ms. XXXX, how, I never received any notice informing me of the " deferment '' options while in a deferment program or any alternative option to prevent foreclosure proceeding. I explained to Ms. XXXX due to myself not receiving any covid relief funding from XXXX, and that on XXXX, XXXX, 2021 my husband lose his job due to covid ; further extending the hardship is the reason him and I needed the to request a 60 to 90 days extension. Ms. XXXX said their was nothing she could do ; and when I asked to speak to a supervisor she told me to call-in and make a separate call. On XX/XX/2021, 2021 I went online and submitted a Mortgage Assistance Application for loan # XXXX indicating that the borrower and I are still experiencing hardship due to covid-19 and the type of hardship I were were experiencing I am receiving unemployment and co borrower is only receiving pension for the amount totaling {$600.00}, the Mortgage Assistance Application indicated due to this type of hardship no document will be required. However, On XX/XX/2021 I received two computer generated letters dated for XX/XX/2021 ; However, I did not received the letter until XXXX XXXX in which the first letter was attempting to informing me that LoanCare had assigned XXXX XXXX Resolution Advocate/Single Point of Contact NMLS ID XXXX who phone XXXX ext. XXXX and she will be calling me in 5 days. Because, I am technically consider to still be in the forbearance plan ; and if I did according to the letter and waited 5 days to contact XXXX, single point person the program foreclosure option would terminate before XX/XX/2021 plan expire, So, I LoanCare and XXXX requesting to have the loan escalated to supervisor to reinstate the forbearance plan and to discuss the second computer generated letter also had XX/XX/2021 date at the top in which I did not receive until XX/XX/2021 the letter acknowledging receipt of Borrower Reponses Package/Loss Mitigation Application ( Application ) where LoanCare determined the document supplied was incomplete??? I explain that I did not submit a Uniform Borrower assistance Form application requiring me to submit any proof of hardship to LoanCare under the XXXX Mortgage Assistance Application ) no documents are required and LoanCare letter to me is an abusive loss mitigation practice and egregious attempt to commence with unlawful foreclosure proceeding violating HUD Covid-19 Extended Relief Alternative Program ; and XXXX hung-up the phone in my face and refuse to escalate the call.

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