Consumer complaint received 2024-06-06 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: FL

Complaint narrative:
In XXXX, my husband and I applied for forbearance through our home loan provider due to my husband not having a job since retiring from the military, our PCS to Florida and providing a temporarily financial relief after trying to get back on our feet from having to take XXXX back-to-back trips across country ; XXXX being for leisure and then immediately returning to attend the funeral services of my grandfather. We are familiar with the forbearance program as I previously had a mortgage through XXXX XXXX ( seems to be another branch of XXXX XXXX ) and utilized during XXXX. XXXX XX/XX/XXXX, we received the approval letter and my husband called and spoke with a customer service agent. They advised my husband he does not need to make a payment ( the phone calls are recorded so I am hoping these can be referenced ). In XXXX, we called to inform XXXX XXXX my husband found a job and we would like to resume payments and inquired how the payments moving forward would be. Again, I've previously gone through this, and the payments were just rolled to the end of the loan, but instead, I was told about a data breach that impacted my personal information. I noticed an influx of spam calls and emails and my information was put out into the dark web. This breach incurred mid XX/XX/XXXX, but it was my phone call to XXXX XXXX that prompted them to disclose this information and they immediately sent me a letter to cover their tracks. 

Again, advised by another agent, to resume making payments in XXXX ( which we did ) and were directed to complete the forbearance application. We were never informed of missing items from our applications or other documentation that was needed, instead, we were made aware every time we would call to get updates and make our monthly mortgage payment. So, the communication throughout this process was horrible. 

On XX/XX/XXXX I received an alert that my credit was ran by XXXX XXXX ( I never authorized this ) and after researching, discovered this is XXXX XXXX 's parent company. I immediately called the mortgage company to inquire, and the agent told me " Running your credit is not a part of our process, and it was not us '' but in my forbearance application denial letter, it seems they pasted verbiage to cover them running my credit without my permission. 

In XXXX, I called to check on the status of our repayment plan and was informed that a decision had been made. We were told to expect a letter outlining our next steps. The letter we received provided a deadline for appeal and stated that we did not have enough surplus, but offered no further explanation. Our attempts to seek clarification through calls and emails went unanswered once again. Eventually, I received a single email instructing me to call XXXX XXXX. When I did, I was informed by an agent that the XXXX had rejected our payment plan due to a loan modification application. 

At no point did we discuss, authorize, or consent to a loan modification. We were not informed that this was even an option. XXXX XXXX records of our calls should confirm that we were led to believe that moving the payments to the end of the loan was the agreed-upon solution. We entered this program in good faith, trusting our loan provider to guide us through a difficult time, only to be met with poor customer service and misleading information. 

To close, my husband called XXXX XX/XX/XXXX, and another agent offered us to make XXXX months of mortgage payments and she would put us on a repayment plan. We feel that we have been subjected to a " bait and switch '' tactic, and it appears that we may have been targeted due to our low interest rate. We respectfully request that you review our case with the understanding that we sought to act responsibly and in good faith during a period of financial hardship. We ask that you honor the repayment plan option that was initially agreed upon and provide us with the support we were promised. 

Thank you for your attention to this matter. We look forward to your prompt response.

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