Consumer complaint received 2022-10-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: IN

Complaint narrative:
This has been such a GRUELING PROCESS, WITH XXXX XXXX XXXXXXXX XXXX, dropping the ball, giving me wrong information, mentioning pertinent information NOW, FOUR MONTHS IN, Papers, sent, resent, talking to one person one day, getting infro, calling back, again today, getting completely different information, that after FOUR MONTHS IN, to trying to get a LOAN MODIFICATION, oweing them only {$62000.00}, putting down {$120000.00}, and paying my mortgage ON TIME 16 YEARS, until a hardship, I and my son HAVE SUFFERED SEVERE MENTAL ANGUISH The documents I have sent in TOO NUMBEROUS to Mention here, miscommunication with who ever answers the phone, TODAY INCLUDED getting a separate or different set of answers needs they want, living daily not knowing if we will have a home has been the WORSE EXPERIENCE I have ever encountered. 
DEPENDING on who you talk to they are CLUELESS, altho every call is supposed to be documented speak different languages to each other I am truly thinking of sueing them, for MENTAL ANGUISH. I literally have nightmares about my situation with this bank, DREAD CALLING THEM and those who have followed me on this Journey? Think it is SURREAL. 
I will try and just give you a FEW situations, one as late as today. 
Called XXXX XXXX as, they say they are missing documents? 
What documents, I have sent and resent SO MANY, THE SAME, again and again. 
XXXX, I am missing page 4 of my bank statement and need to out a XXXX, if my XXXX XXXX l does not suffice.I asked them to email this, SO I AM SURE. 
NO EMAIL.THAT was Thursday or Friday. 
CALL to inform them haven't received, verify what I need that is missing or their not pleased with. 
XXXX shows you just need to send in your profit and loss, no mention of what I was told Thursday till I mention it. 
ALSO, no call from their Client Complaint Department, which was supposed to be called back in 3 days. 
NOW just a FEW, FEW OF THEIR UNDERS.BTW, Closed the case again, due to them DROPPING THE BALL, ALL THE TIME? 
ALREADY, been reopened once before. 
APPLYING for Loan modifications, stay, call, sometimes 3 times a day. 
Discussed I had liens on property to to my r.i.p. x, which is discussed, MANY TIMES. 
THREE WEEKS AGO, a rude XXXX  person, XXXX informs me " they don't do loan modification s with a house that has liens. 
I am in NOW, FOUR MONTHS, INTO THIS GRUELING PROCESS. 
I am just told this? Why would I apply? XXXX then tells me, " get ready for a RAINY DAY.OK Would of been extremely important infro to know.Never in the 100 or so forms filled out.Questions, but I bought it up ALOT.Now, told this. 
Call hours later get a voice I recogize, how sad is that.HE TELLS ME NO, UP TO UNDERWRITER.OK, that is helpful? 
POINT, Bank statements.I email them, send them digtally, priority, overnight, THEY NEVER GOT THEM. 
WHAT? 
Two weeks ago, I find out, the bank statements I have sent ... DON'T MATTER.NOW, my bank, wants to throw rocks at my car, as I have asked for them 10 times!

I find out, TWO WEEKS AGO, IN PASSING, no they need the bank statement with the Bank 's Name on IT.EASY ENOUGH. I am told this almost 5 months down the road, in PASSING? When I drive in, ALOT, ask for bank statement, until two weeks ago they give me a transactional detail of what goes in blah blahXXXX  just tells me this.Just said not received. 
WHAT. 
JUST 1 month ago, they are INCOMPLETE as they need to know if my son XXXX, who lives here contributes. 
WELL, ON ABOUT 20 FORMS, I ANSWERED THAT.YOU GOT 3 SETS OF 3 MONTHS OF PAYSTUBS MANY TIMES.? 
MISSING ITEMS, ROUND 12.Hardship letter isn't signed NOWHERE TO SIGN, yet we took it upon ourselves to SIGN AND DATE a space on form, JUST IN CASE. 
I tell them, ANSWER, OH WRITE A LETTER STATING NO PLACE TO SIGN? 
IT GOES ON AND ON. 
I purchased my first home at 19 Many many more.I have 3 numbers in my iq. 
This IS just examples of what has transpired for almost 5 MONTHS.TODAY, girl just hung up on me as I did ask, if they all speak same language. 
I am XXXX, with health issuesXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
NOT KNOWING IF YOU WILL HAVE A HOME YOU ALMOST OWN, IS STRESSFUL. 
Calling this bank is stressful. 
I finally get why people go postal but I am gon na be the one stroking out. 
I could go on and on but PLEASE HELP ME. 
This is a portion of what we have gone through to get a XXXX loan. 
Oh, I consolidated my debt.Did n't want to, S it would ruin my credit. 
Oh, BTW, doubt it you will get it with bad credit that restructured my money and out almost {$1000.00} more in my pocket. 
PLEASE HELP ME.THEY NEVER CALLED ME BACK AND it was so painful, about 3 months ago, I get a call, from a number, identied as XXXX XXXXThey told me I got federally approved for a LOAN MODIFICATION, KNEW MY INFRO, and I was so happy as my nightmare was over.I sent my NEW PAYMENT money order, long story guy, doesn't matter. 
I was so HAPPY THIS NIGHTMARE WAS OVER, Called from XXXX.When I questioned XXXX WHILE I still got late payments, my phone said, talk to XXXX or MERGE with XXXX, the summer. MONEY LOST and reported. 
It crossed my mind, if someone in loss mitigation got infro on desperate people and scammed them.JUST SAYING. 
IF you work at XXXX XXXX 's, XXXX, person who takes the order, gives to to the guys who flips burgers, right down to person giving you right order. 
COMMUNICATION.THIS IS SURREAL.I LITERALLY have lived, breathed, XXXX, documents, following up, as I was so one to owning my home. 
To live this, EVERY DAY.IS HORRIBLE and someone needs to know this before my XXXX XXXX .PLEASE HELP ME.THEY ARE THE MOST INADEPT GROUP OF PEOPLE I HAVE EVER DEALT WITH.MY SON, now, we are both under tomenderous strain wondering.I have money I could send them but won't now because I may be out on the street .You would have to live this, to believe just the depth of what a nightmare we are living daily, not knowing, no resolution. 
I ONCE won against a district Judge in Superior Court, Court, to relocation law.SOMETHING IS VERY WRONG HERE.I NEED HELP! XXXX XXXX XXXX XXXX XXXX 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