Consumer complaint received 2019-01-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: CA

Complaint narrative:
I am an XXXX XXXX, XXXX XXXX  XXXX. I am having trouble with a mortgage company that goes by what appears to be varying names, those being XXXX XXXX, XXXX XXXX  and or LoanCare LLC. The background is a bit of a long story, so I will condense as much as possible and I beg your patience in reading it through. I am looking for help with for what appears to be illegal business practices and violations of housing laws as well as the Service Members Civil Relief Act ( SCRA. ) I feel that my home and my familys security and well being are at risk. Let me begin by explaining that this house is home to myself, my wife, my XXXX-year-old son, my federally recognized XXXX mother-in-law, my federally recognized XXXX veteran brother-in-law and his XXXX-year-old daughter. 
Now I will explain, at the start of XX/XX/2017, I was sent on a temporary overseas deployment. There were issues that left me stranded and unable to either complete the deployment or come home. I had to spend a week overseas and pay for hotel and food out of my own pocket. I was brought home within a week but was unable to be compensated for my expenses in a timely manner. The cost was sizable to me, especially considering I was only an XXXX and have a family to support. 
I had re-financed my home in XX/XX/2017 and contacted my mortgage company as soon as possible in XXXX, in order to try and get ahead of any issues that may come up. I spent hours on the phone trying to reach somebody without success. When I did finally get through, I was told that no one would be able to help me until XXXX. As my duty station required me to be away from my family so my wife also tried to contact our mortgage company. She was told that despite having a broad power of attorney since at least XXXX, that was more than acceptable to complete my first mortgage and do paperwork to refinance the house, she was unable to talk to them about the mortgage because By law she was not allowed to talk to them because she was not on the loan. I spent more hours on the phone trying to get a hold of someone so that I could finish anything they needed to allow my wife to talk to them. 
I was able to complete paperwork for the mortgage company and submit it so that my wife could help with contacting and working with them in late XXXX or early XXXX. What bothered me at the time was that during the refinance it had been stated multiple times that she needed that ability and we were assured that it was already taken care of. 
When I finally got a hold of someone at the mortgage company in XX/XX/XXXX about the financial impact of the deployment, I was told that they couldnt help me until the payment was actually late, but that they would move the late portion out to the end of the loan and merely extend the loan after the payment was late. As soon as the payment was late, I contacted them again. I was told that there was loss mitigation paperwork that was needed and that they would XXXX  it to me so that it would be at my house before I left to go back to my command after my XXXX Leave. It was not to my house until over a week after I left which required additional time for my wife to get the paperwork to me. During that time, my wife attempted to contact the mortgage company again both to discuss what was going on, and a separate time to attempt to make a payment over the phone as we were locked out of the online access to our account. Both times my wife was refused as she was not me, and she was told that there was no paperwork authorizing her to discuss the account. Despite both the assurance during the refinance, and the paperwork I had submitted over a month before for her. 
Multiple attempts to submit paperwork were done leading up to the summer of XXXX. At that point my family and I had been attempting to find an organization or entity to help us and got in touch with one. 
We began working with this other organization and at that point LoanCare LLC began to acknowledge our paperwork as we worked with their loss mitigation department and also started discussing things with my wife in my absence. 
We were able to work with this other organization and finally got a Loss Mitigation Package accepted ( I would like to add that we still could not get phone contact with them only the other organization was able to ) That package was denied, an appeal submitted, and that was also denied but due to reasons that did not match the package that was submitted. We have been told that our house was in foreclosure but that there was no sale date. My credit has been severely damaged, and I have been unable to re-finance with a bank that would be more responsive. 
On XX/XX/XXXX 2018 a main pipe busted underneath the house and it severely flooded 7 rooms in the home. We were forced to be displaced during all this and the future repairs. The insurance company has been wonderful in doing its job however, we have met with the typical LoanCare LLC brick wall. We had to send the insurance check to for them to sign so the contractors can be paid, and they were demanding a great deal of paperwork from the contractor before they will endorse the check. The contractor faxed them all of the paperwork required. Still there was nothing, when we were finally able to contact them again and they said the contractor had sent them nothing. We got the contractor on a 3-way call with them and they still denied receipt of the necessary paperwork. We authorized them to speak with the contractor concerning this matter in the future. The contractor refaxed the paperwork and we are all once again at the mercy of LoanCare LLC. A very unresponsive, unethical, company. 
I am at a complete and total loss. I need help. I am trying to serve my country, but it is difficult to concentrate on that when in the back of my head I know my family is in jeopardy of being homeless because of the unresponsive, unethical and illegal practices of LoanCare Mortgage LLC.

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