Consumer complaint received 2023-10-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LoanCare, LLC
State: AR

Complaint narrative:
This initial issue began in XX/XX/2023. My income was lowered and I needed assistance with my house payments for 2 months -- well it is now XX/XX/2023 and this issue is not even close to being resolved and all I get told is that I did not submit proper documents. Over the course of XXXX, XXXX, and XXXX I contacted LoanCare on a regular basis trying to determine the issues with my partial claim -- it was always something with the paperwork. The first set of paperwork was an error on my part but after that -- I have no clue because I double, even triple checked before mailing. Anyway, with XXXX borrowers on the loan I was first told we both have to sign the same set of papers, no way around it ( for the partial claim ), then I was told no we could each sign a set of papers and send them in, so I contacted the other person on the mortgage and arranged for that to be done. Mind you over the course of these 3 months I venture to say over 4-6 sets of these partial claim documents were sent back and forth, we never were told what was incorrect, each time I called it was a different story. Which brings me to XXXX. On XX/XX/XXXX I mailed via LoanCare 's XXXX provided envelope the last set of documents.The other borrow sent his in around the same time but I do not have the exact date. On XX/XX/XXXX, I get a letter from LoanCare confirming my new auto draft ( that paperwork was part of the documentation I sent on XX/XX/XXXX, so obviously they received my information ). So I call again in XXXX to make sure everything is good to go and find out how to make my house payment. They tell me it will take 6-8 weeks for the partial claim paperwork to cycle through and in the mean time I need to call each month to make my payment. So then I call to make my XXXX house payment and guess what??? My partial claim application has been closed since I failed to return the appropriate documents in the allotted amount of time so I need to bring my loan current or I can reapply for a partial claim and begin this 6 month process completely over. 

I can tell you first hand, this company has no consistency or compassion. I take my mortgage very seriously and have been concerned about this process from the beginning because I do not want anything to happen to my home. One day everything is good to go and then the next day a completely different story. I am frustrated, upset and nervous. As a first time home buyer you are unsure what your rights are and being shuffled from one uneducated customer service rep to another is beyond frustrating when dealing with something of this magnitude. 

So currently, I still can not access my account online, LoanCare has closed my partial claim application because I DID NOT SUBMIT PAPERWORK ON TIME, and they would like the {$5000.00}. When asked if someone could explain this to me I was told that I could call back and see if a supervisor would speak to me. I COULD CALL BACK!!!

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