Consumer complaint received 2020-09-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: LoanCare, LLC
State: TX

Complaint narrative:
Hello, I am currently out of work due to Covid19 as of XX/XX/XXXX. I had reached out to a non-profit for the county I reside in ( XXXX XXXX XXXX ) to see if they could help me with the CARES Act funds for helping to keep my mortgage current. I have a conventional loan so the options for help with payments are really slim since it is not FHA. Luckily, I was contacted by the organization ( XXXX  ) that they were willing to help me make these mortgage payments. Even though I am currently on the forbearance with the mortgage lender ( LoanCare , LLC ), I know I will not have an easy time making the balance due when my forbearance period is over. I am trying to maintain because I am having such a hard time finding employment. I apply to multiple jobs a week. Anyway, the point is that I do actually need this help for survival. I am a single mother of 2 who is OWED over {$50000.00} in back child support. I have no family help. None. I am completely on my own and to have this organization offer to help my family maintain our home and financial ability to survive this disaster is in no short of a blessing. The organization requires the typical information from my mortgage lender. Copy of W9, statement of mortgage account, balance due, and they also require the mortgage lender to go online and set up an account. The organization ( XXXX ) has to do this because this is how they track and issue payments to make sure everything is documented for IRS and legal purposes. This seems completely understandable. The packet requesting this information was extremely clear, detailed, straight forward and simple. I sent this request to my mortgage company (  LoanCare , LLC ) to the Loss Mitigation department through email, and also to the document email for processing on XX/XX/XXXX ( I called them to make sure I sent the information to the correct parties and it was confirmed that I did ). I only received back part of the information. They only sent the W9 and statement of account on XX/XX/XXXX. I contacted them via phone to see if they set up the online portal per the detailed instructions because CAP indicated that part had not been completed. They did not, so a claim was made to see if this portion could be completed. The email even had the contact information and exact instructions in the document packet, as well as a hand typed email from the caseworker, XXXX XXXX, as to why every portion of this packet had to be completed so that they could issue payment directly to the mortgage lender on behalf of my account. I have called and followed up about 5-6 times since XX/XX/XXXX spending hours on the phone trying to get help with making my payments, practically begging them to help me with this form and even asked if I could create the account online for them. I have stressed the need and importance of this each time I have contacted them, but no resolution is made. Not even a yes or no answer if they can take the 10 minutes to fill out the online portion needed for tax reporting purposes of the CAP. I have also emailed and tried filing a complaint in writing on XX/XX/XXXX and all I received is a request they are still working on this. In a few weeks, it will be 90 days since I requested this help. All I can wonder is if this lender is doing this in hopes I will not be able to pay may balance at the end of my forbearance in hopes it will add further to their financial gain by increased interest if the payments missed get added to the end of my 30 year loan ( 27 years left to go ) that is currently sitting at a very high rate for a mortgage of 4.625 %. I sincerely hope that you will take my claim seriously. I feel like this company is scamming me in a way where my inability to pay is being exploited and they are not trying to help mitigate the losses. I feel taken advantage of. I know they are extremely busy right now. I can imagine, but nearly 90 days to complete an online vendor registration form seems very strange, especially when I have stayed in constant contact with them. Please help look into this. I have tried everything I know how to do on my own and I feel like this mortgage company is taking  advantage of me while many people like me are just trying to sustain the roof over our heads and not have this current issue affect us so drastically in the long term.

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