Consumer complaint received 2020-04-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: SC

Complaint narrative:
To Whom It May Concern, I know right now everything is about Coronavirus-19, but I hope I find a empathetic ear as I feel that my story is the same for a lot of American people. 

We are fighting against foreclosure because of a minor mistake committed by the XXXX XXXX XXXX, which they corrected immediately when discovered. 

The company administrating our real estate loan with XXXX XXXX  is Loan Care/XXXX out of Florida. Loan Care/XXXX   is the company that filed the foreclosure. 

In XXXX when I checked our checking account, I found I was totally overdrawn. Loan Care has deducted {$1500.00} instead of the normal {$690.00} in XXXX and XXXX, XXXX which put my account into overdraft. My husband immediately called Loan Care and was advised not to make remittance until the error was corrected. After he called XXXX Countys Tax Office the error in the tax assessment did not reflect the Residential and Homestead discounts bringing my tax bill up to {$5100.00} from {$1700.00}. The County immediately refunded the difference to Loan Care. He, my husband, promptly advised Loan Care of the refund and tax adjustment.

Again we were told by Loan Care to hold off on payments until the  refund was logged and adjustments made. 

Until XXXX, XXXX, my husband dealt with all of this, but on XX/XX/XXXX he had a XXXX XXXX and had XXXX  XXXX followed by a 5-day XXXX. I didnt know if he was going to get through this or not! All of a sudden I was alone and helpless with all of this. I went through all the paperwork from Loan Care as I wanted to fix the problem as quick as possible. 

In XXXX I received a bill for {$9300.00} due on XX/XX/XXXX with a monthly premium of {$1500.00} ( no adjustments to tax change ). I didnt understand what was going on so I called Loan Care. Actually 4-5 times a day til mid-XXXX, but got a different person every time that told me something different which was no help. They said a lot, but didnt say anything! 

Not knowing what to do, I sent Loan Care a check for {$1800.00}. 13 which I calculated I owed. They returned my check without statement or instructions on how to proceed. So I started again my phone campaign of multiple calls daily to try and get some help. On XXXX I was told via phone that my case had gone to their attorney, XXXX XXXX XXXX for foreclosure so I started to phone the attorney for help. 
Besides phone calls I went to XXXX County Tax Office twice where I received the most information. They told me they had refunded the overage and showed me proof that Loan Care had received the monies, and that they had remedied the error promptly. They couldnt understand whats going on. 

After multiple phone calls XXXX XXXX told me they couldnt help me as they were Loan Cares attorney and that there was nothing they could do for me. All this was done while my husband was still in a XXXX! I feared that I might loose my husband and my home! I almost had a nervous breakdown so I sought medical help and was prescribed a XXXX. 

After a long search I found an attorney that was halfway affordable. I was advised to save the normal monthly payments, which I have, and just to wait til Loan Care made the next move. We were finally served with a Foreclosure Suit on XX/XX/XXXX and have been awaiting procedures since then. 

My attorney has advised me that the outcome of the trial could result in me having to pay their attorney, paying ALL erroneous penalties with interest, and court costs. Through no fault of my own, the County admitted their error and corrected it, and because of the unethical business practices of Loan Care/XXXX I am in the nerve-wracking situation! 

But it doesnt end here. On XXXX, XXXX, a water line broke in the upstairs bathroom which damaged the entire upstairs, penetrated the downstairs ceiling and wall, warped the hardwood flooring, and soaked the insulation in the crawlspace. Total estimated costs to restore our home to a safe and former condition might be close to {$30000.00}. 

It is the insurance policy to include both parties, XXXX XXXX XXXX AND Loan CareXXXX, when payment exceeds {$6000.00}. Loan Care refuses to counter sign the checks. So we sit here with open walls and ceilings in a airborne and surface mold infested environment since XXXX, XXXX!! 

My question is how is a company like this permitted to operate as they do without government control or public attention? Though many, many homes are lost through unethical foreclosure because of unaffordable legal representation or people get so frustrated that they give up ; why dont we hear about this? When you google LoancareXXXX, you find out that way to many people have to deal with the same or similar problems like us. 

I am XXXX years old and my husband is XXXX  years ; thank you Loan Care/XXXX so very, very much for ruining our retirement!!

Company response to consumer: Closed with explanation