Consumer complaint received 2025-07-28 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: AL

Complaint narrative:
On XX/XX/year> I entered a trial loan modification plan with LoanCare LLC stating that I had to make three consecutive payments in order to be processed for a load modification. On XX/XX/XXXX, I called to set arrange my payment for the month if XXXX, I asked the representative that I conversed with if LoanCare could take a partial payment of XXXX XXXX  The representative told me that I had to make the payment in full at one time. At that time, I then set up my monthly payment for XXXX. On XX/XX/XXXX, I contacted Loancare customer service to inquire about the payment, they informed me that the payment had been processed. I later found out that the payment was returned to the bank because of incorrect banking information. I asked multiple representatives if the could tell me what banking information they had on file. Eventually after speaking with a supervisor/manager/ or someone from leadership they confirmed that the account information was not the same information that I've used for the lifetime of the loan. While under the trial plan, missing one payment set the loan back into default even after trying ti make a payment, provide correct banking information bank statements showing correct routing and account numbers for the ACH transaction. On XX/XX/XXXX and XX/XX/XXXX I contacted LoanCare customer service in attempt to bring the account current and reinstate the loan. The LoanCare representative had given me a number of roughly twenty-thousand dollars to reinstate the loan. At that time she also informed me that XX/XX/year> was the sale and foreclose date of the property. XXXX the representative that I spoke with in XX/XX/XXXX informed me that she would give me a call back in a hour. Per the monthly statement, I had until the end off the business day on XX/XX/XXXX to pay the reinstatement amount. I did not recieve a call back from the LoanCare representative in fact in was over and hour closer to 2 hours before I received a call back stating that I could not make the reinstatement payment because the property sale date was that same day. I would like to note that I did not receive anything via mail email text nor phone that the property was entering foreclosure nor thats the sale date was XX/XX/XXXX until I had spoken with XXXX on that date. I have sent out " Notice of Error '' to loancare 's payment research team along with banking documentation showing the balance and payment amount was available the day of XX/XX/year> up until several days after the payment was supposed to be processed. They only confirmed what I had already discovered by talking to another representative, with no action or solution to correct the problem, not allowing me to correct the information. Typically when a payment to LoanCare is transacted through my account I will see a negative " X '' amount being deducted. In this particular situation this was not the case. Ive also sent out information bank statements, notice of error, and payment dispute letter to both loancare 's payment research and the foreclosure attorney customer service email. I was not offered any solution to fixing the problem or offered to make the payment. I feel like I was done wrong and not given the correct information in order to save my home.

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