Consumer complaint received 2018-07-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: VA

Complaint narrative:
In XX/XX/XXXX of last year my husband and I separated with the intent to divorce. My mortgage began to fall behind, and I reached out to Loancare for options on saving my home. They advised me to submit a loss mitigation packet, in which I did. The first packet was submitted on XX/XX/XXXX. My point of contact for this packet was a XXXX XXXX XXXX. I was informed that some things were missing from the packet, and I resubmitted the missing documents via email on XX/XX/XXXX. On XX/XX/XXXX, the packet was approved for a double mortgage payment. I was sent all this via email by XXXX XXXX. I was also told that for the next 6 months those were my payments and that something would be coming in the mail to sign. Mind you I live literally 10 minutes from Loancare. I NEVER received the document. I started the payment plan, and got to month two. Sent them the second payment, they accepted it. A week later I get a CERTIFIED letter telling me that I had been taken off the program due to not signing the document. The document that I never received. So immediately that is a breach of contract on their end. Clearly if the document had been received it would have been signed and sent back to them. This letter of removal came certified, much like that form they needed me to sign should have came. But they ensured that I received the letter of me being taken off a program that I still had been abiding by. To make matters worse, they knew when they accepted that second payment that they had taken me off the program. I was told my only option was to resubmit another loss mitigation packet. I was already 6 months in default. I submitted the SAME packet I submitted for the first payment plan that they approved. This happened on XX/XX/XXXX. I was emailed on XX/XX/XXXX in regards to providing a copy of my social security XXXX award letter. Keep in mind I do not get social security XXXX my husband and I receive VA XXXX. Both award letters are included. I spoke with my single poc on XX/XX/XXXX about this, he requested a copy of my husbands residential lease to his other home he owns, in which that was forwarded on XX/XX/XXXX, XXXX XXXX cc 'd the processor as well. The email strand makes it clear and concise that we did not and do not receive social security but VA. We would call weekly to see the status of the packet. On XX/XX/XXXX, I emailed my single POC asking for an update, no response. On XX/XX/XXXX I called to ask for a status update, and was told that it was going to underwriting. I also have a VA representative who has been in the loop, speaking with loancare, requesting status updates. On XX/XX/XXXX I called for another update. I was than notified that it was still processing. I questioned extensively why, seeing as we were JUST on a program, the SAME paperwork was submitted, and I was told on XX/XX/XXXX that it was going to underwriting. I than spoke with a supervisor in Loss Mitigation, and was told she would escalate the loan. This was on XX/XX/XXXX!!! I than immediately called my VA representative, where he informed me that on XX/XX/XXXX, foreclosure proceedings began. The rep than informed me that he was on it and will be extensively trying to get answers. On XX/XX/XXXX an appraiser called to schedule and appointment. She told us this was for the modification. On XX/XX/XXXX she came out, did the appraisal. Something did not sit right with me, so I called Loancare once she left. Only to be told that nobody was assigned to our case any longer because we had been denied on XX/XX/XXXX. They denied us because we did not provide them our social security XXXX award letter. WE DON'T GET SSI!!! This was explained SO MANY TIMES BEFORE. I called my VA representative, and they informed me that he has YET to get a response from loancare. I don't know what to do at this point. They have cheated us and stalled us, and they are incompetent beings.

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