Consumer complaint received 2019-07-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: OR

Complaint narrative:
Hello, My mortgage loan was with XXXX for years and recently our mortgage loan was transferred over to Loan Care. Loan Care is in XXXX XXXX, VA. Since the transfer Loan Care has been difficult to contact. Wait times to speak with a representative are well over an hour. For a working family trying to pay bills this is difficult to be on hold during working hours. My loan was in default and I submitted all of my loss mitigation paperwork as Loan Care had recommended. I received an email back from XXXX XXXX and she was requesting additional paperwork. She wanted 30 days of paystubs, Pension Award Letter, 60 days of bank statements, XXXX tax returns, purchase contract, listing agreement with MLS, HUD1, Buyer proof of funds, and 3rd party Authorization. 
After receiving this email I was very confused because I did not have some of these items. We were not wishing to sell our house. I stated on the initial loss mitigation paperwork that we wished to keep our house. I still have the original email I sent. I attempted to call Loancare again. My wait time was well over an hour. I did end up talking with a lady. She informed me that I had checked the box " Wanting to sell the house '' on my initial loss mitigation paperwork and needed to send more information about how I did not wish to sell the house. I looked back at my email and I had checked the correct box. Loan Care was incorrect in there request. However, communicating with them is almost impossible. My husband I and were told our house was inactive foreclosure and we were going to lose our house. Loan Care had XXXX XXXX in XXXX California overseeing our forclosure. I contacted XXXX XXXX for a reinstatement balance because I could see working with Loan Care was next to impossible. I received a payoff balance to bring us current. My husband and I were able to come up with the funds. I submitted a check for {$7600.00} to XXXX XXXX on XX/XX/. This amount included attorney fees, title fees, and much more. On XX/XX/, I logged into my Loan Care account and was confused as to how my funds were applied. I attempted to call Loan Care again. I was wanting someone to explain to me how much money Loan Care received from XXXX XXXX and how my funds were applied to my account. I spent an hour and 15 minutes on this call. I was transferred 3 times and talked with 4 different individuals. Not a single one of them could tell me how much money was applied to my account and how it was dispursed. On XX/XX/, I talked with a man in collections who transferred me to XXXX, she could not understand how my funds were applied so she transferred me to XXXX. XXXX said he could not explain and transferred me to XXXX. XXXX was also at a loss as to how my {$7600.00} was dispersed. XXXX recommended I email Loan Care at XXXX to get my questions answered. I did just as she suggested after hanging up the phone. I sent Loan Care an email on XX/XX/XXXX, and have not received a response. Loan Care is a mortgage servicing company and should be able to provide me with the information I am requesting. I find it frustrating and unprofessional to treat customers the way I have been treated. I simply want and explanation as to how much money was sent to Loan Care from XXXX XXXX and how my funds were applied. Also, Loan Care should have an easier way for customers to contact the company. Please Help!

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