Consumer complaint received 2025-03-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LoanCare, LLC
State: CA

Complaint narrative:
I am writing to file a formal complaint related to LoanCares non-compliance with an approved forbearance plan, its lack of response to repeated requests for acknowledgement, and its refusal to refund the payment incorrectly processed. 
On the following pages, I have outlined the history of events, communications, and documentation. Where applicable, I have enclosed attachments. 
In addition, I have serious concerns about the transfer of my mortgage loan from XXXX XXXX XXXX  to LoanCare, the timing of which occurred just after receiving approval of the Special Forbearance Plan. The impact of the transfer, the unauthorized payment processed despite auto-pay being off, and the lack of response to these concerns lead me to suspect that the loan transfer may have been done as a result of the forbearance plan and that the payment debited was a known act of bad faith. 
History of Events : In XX/XX/XXXX, my loan servicing was transferred to XXXX XXXX XXXX  XXXX XXXX ) with a loan number of XXXX. 
On XX/XX/XXXX, I submitted a request for Mortgage Payment Assistance at XXXX 
On XX/XX/XXXX, XXXX sent a letter confirming receipt of the request. 
On XX/XX/XXXX, XXXX sent a letter informing me of an appraisal required for the mortgage payment assistance request. 
On XX/XX/XXXX, XXXX sent a letter informing me that I was approved for a Special Forbearance Program. The terms included an effective date of XX/XX/XXXX, and payment amount of {$0.00} due beginning on XX/XX/XXXX and continuing the XXXX of the month until the End Date of XX/XX/XXXX. 
On XX/XX/XXXX, I emailed and faxed a letter to XXXX Loss Mitigation Department accepting the offer of a Special Forbearance Plan as instructed in the letter dated XX/XX/XXXX. 
On XX/XX/XXXX, I called XXXX to verify the details of the Special Forbearance Plan. XXXX confirmed the terms of the forbearance plan. XXXX and I ( via my online account ) that no payment was due on XX/XX/XXXX, nor on XX/XX/XXXX or XX/XX/XXXX. I also turned off autopay. 
I also inquired about a notification received that my loan would be transferred to a new loan servicer. XXXX denied that this was happening. 
On XX/XX/XXXX, I received an email from XXXX that my loan servicer was changing as of XX/XX/XXXX. 
On XX/XX/XXXX, I was notified by my bank that a debit of {$3000.00} was pending. On further review, the debit originated from LoanCare. The same day, I called LoanCare and spoke with XXXX in Escalations. He explained that the transfer of my loan expected to take up to 60 days, during which payments were to be collected. 
XXXX confirmed that a note on my account indicated I was on an active forbearance plan. He informed me that auto-pay was active and the payment could be reversed once it was posted and instructed me to email XXXX with evidence of the posted payment and reference to my loan number. He also indicated that he would turn off auto-pay after the call then confirm by return call. XXXX calls were received but no confirmation was included in the messages. I later verified in my online LoanCare account that auto-pay was off. 
On XX/XX/XXXX, I emailed LoanCare the evidence of the posted payment as instructed by XXXX on XX/XX/XXXX. I also included the XXXX notification of the approved forbearance plan dated XX/XX/XXXX, in the email. I requested acknowledgement of the message within 2 business days. In addition, I informed LoanCare that should I not receive acknowledgement or confirmation of the refunded payment, I would file formal complaints with LoanCare, California Consumer Affairs, the Consumer Financial Protection Bureau and the Federal Trade Commission. 
No reply has been received. 
On XX/XX/XXXX, I received a monthly statement from LoanCare indicating XXXX ) a Past Due Amount of {$3000.00}, XXXX ) an Unapplied Balance of ( {$3000.00} ), and XXXX ) a notice that *A late fee of {$150.00} may be assessed if payment is received after normal business hours on XXXX

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