Consumer complaint received 2022-06-27 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: SC

Complaint narrative:
We started a welding company XX/XX/XXXX which was doing great until XXXX when COVID hit. Due to COVID, we contacted Loancare ( our mortgage company ) to ask for assistance due to a decrease in income. They granted us assistance for XXXX  months without any problems. We began making mortgage payments in XX/XX/XXXX which was around {$1400.00}. We got behind on our mortgage payment again XX/XX/XXXX due to a more severe decline in our small business and losing business because of the cost of metal ( XXXX as when we first started ) & because our payment increased to over {$1700.00}. We contacted Loancare on XX/XX/XXXX and was told by XXXX to send in the mortgage assistance application. We sent the mortgage assistance application along with our XXXX tax form XXXX and Sch C XXXX certified mail on XXXX. Since then, we have spoken to XXXX representatives about the mortgage assistance application. Each time we spoke to XXXX, we were told different things and that additional documents were needed, which we emailed immediately after getting off the phone. After speaking with XXXX on XX/XX/XXXX, we spoke to XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX XXXX XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX, XXXX on XX/XX/XXXX who transferred us to someone in the XXXX department, XXXX on XX/XX/XXXX who stated that anyone we talk to can help us, that it takes longer for a Mortgage Resolution Advocate to look over the file and it was just going to add time to our mortgage assistance application if we talked to her, refused to transfer us to the Mortgage Resolution Advocate XXXX XXXX ( XXXX ) XXXX ext XXXX because " he didn't have a way to transfer a call ''. We received a letter dated XX/XX/XXXX with the Mortgage Resolution Advocate listing XXXX XXXX 's phone number, extension, email and fax number which stated she would be contacting us within XXXX business days to discuss the current status of our account. When I insisted on talking with XXXX, XXXX put me on hold, then she called me while I was on the phone with XXXX. She was very rude, said that anyone that answered could help us, & while being questioned about the letter including her contact info and us being contacted within XXXX business days she rudely interrupted & said that " that never happens, that anyone we talk to can help ''. I stated that I was confused because that is what the letter said and questioned why the mortgage company would send a letter with false information. I explained to her that our business is struggling due to to inflation and the economy. She stated that our escrow was short because we had help before and we could request that the shortage be spread out longer than 12 months. She stated she put in the request. After this ongoing conversation, she reluctantly stated that we have already been helped before, that we received a partial claim through HUD due to the COVID assistance and have 25 % left ( about {$18000.00} ) but can only be used to cover the payments for XXXX. She then stated that if we can't make a payment by XX/XX/XXXX then, " I need to tell hubby to get a job ''. I told her that was rude of her to say and she proceeded to tell me that she was a business owner for XXXX years but had to close. I told her that she's very blessed that it wasn't during COVID. She stated that we would receive a XXXX package in the mail of the partial claim that needs to be signed in the presence of a notary, however proceeded to state " you know the drill, you've done it before ''. We have communicated with the mortgage company since XX/XX/XXXX when we knew we were falling behind to ask for assistance because we don't want to get any farther behind on our payments. We closed on our house XX/XX/XXXX and have paid on time each month until COVID when business declined and we suffered a great loss in income. We feel that since XX/XX/XXXX we have been getting the run around & no one has been willing to help us. From our last conversation today XX/XX/XXXX with XXXX XXXX at Loancare it confirmed that we were being discriminated against because we can't afford our monthly mortgage payment. She spoke to us as if she was above us & we had to demand answers before she gave us an option ( after speaking with numerous representatives before that weren't willing to help ). This is unacceptable, judgemental, & discrimination. The mortgage companies ( banks ) have laws and guidelines to abide by & in this situation that chose to give us the run around until we demanded a solution. This has taken a toll on our family financially and emotionally. The representatives of this company don't abide by the laws nor guidelines until the client insists and is demanding which is not ethical. We expect Loancare to abide by the laws, guidelines, and present ethical practices when dealing with their clients, much less clients that are struggling to survive during these times of a pandemic, inflation, & whatever else we may face.

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