Consumer complaint received 2022-08-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — 
Company: LoanCare, LLC
State: DE

Complaint narrative:
The purpose of this letter is to reach out for help as a last resort. The mortgage company, LoanCare , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX has been proven to be one of the worst experiences I have had to deal with since the passing of my father on XX/XX/2022. 
On XX/XX/2022, just XXXX days after my fathers funeral, I had an unexpected XXXX XXXX that had been put on pause much like the world due to COVID 19. 

I have been trying to work with LoanCare since the passing of my father to have his estate settled. It took 5 weeks of me sending and resending the necessary documents they requested in order for me to be cleared to even speak on behalf of my father and his account. After weeks of waiting and finally getting all the necessary documents cleared, I have attempted to call them to speak about the estate. Each attempt to try to connect with anyone that could provide me with clear and concise information on how to move forward was to be placed on a minimum of a XXXX minute hold, only to be transferred to a different representative - each less helpful than the last. My efforts to escalate the situation to a manager or supervisor resulted in no response or a call back from said supervisors. Their attempt to contact me was to put me on an automatic call back with a voice recognition, which only asked for me to connect with them again. 

Detailed below, is a timeline of my attempts to have this issue resolved. Additionally, attached to this email, I have corresponding emails and modification papers. 

XX/XX/2022 - I called to see what was needed to allow me to speak on the account. I was told to send an email to XXXX with the death certificate and to await contact. 
There was a response to my email stating that it had been forwarded to the specialist team. In the same thread, a Loancare member stated the information was sent over to the mitigation department, not the specialist team. 

XX/XX/2022 - I called to follow up and waited on hold for over 30 minutes. I was told the information was still not verified and to wait 2-3 days and they would return my call to detail the next steps I should take. 

XX/XX/2022 - I received an email stating they were trying to determine my status as a successor interested in the property and my intentions with the property without clearing me to speak on the account. In this email exchange, they stated they thought this would be the best way to get in touch with you. I replied to the email that I would need to speak on the phone with someone and provided them with a phone number where they could reach out to me at any time. I never received a call, and instead they provided me with the same number I had been calling that had previously gotten me no response or resolution. 

XX/XX/2022 - I called once again to check on the verification status and another representative placed me on hold to speak with their supervisor for further information. I was directed to reply to the email on XX/XX/2022 with the death certificate. I was reassured I would get a phone call no later than XX/XX/2022. 

XX/XX/2022 - A reply was sent to the email on XX/XX/2022 ( above ) asking about the property information so they could locate the loan. I replied to that with my name and the property address. 

XX/XX/2022 - I received the first call back from a representative requesting to speak with my father. After clarifying that he had passed and all the information they requested, I was granted authorization to speak on the account. I inquired on what the options were regarding settling this estate. As this house was built by my family and had been in our family for generations, I stated that I would like to know what options I had in order to retain it in my name. Unfortunately, my father had no life insurance or savings to his name, and due to my XXXX XXXX, I had been out of work for months. I requested to place a temporary hold on the payments until we could settle the rest of his estate. I was placed on hold again so the representative could speak with a supervisor. After the representative spoke with said supervisor, I was told I could do a loan modification and could take over the loan. I requested the paperwork be sent over but since the person I was speaking with was not authorized to originate that paperwork, a supervisor would send it over within the hour. I did receive the paperwork, however all of it was under my fathers name and backdated to XX/XX/2022. 

XX/XX/2022 - I attempted to call to ask about the paperwork with the incorrect information, however I was never able to connect. I proceeded to reply to the email the supervisor sent over with the loan modification asking about the date and how to proceed. I never received a response. 

XX/XX/2022 - Since the emails I had been sending over were never responded to, I called the number they had provided me with on XX/XX/2022. I was transferred over to speak with XXXX XXXX ( she refused to provide me with her first name ). XXXX XXXX proceeded to berate me and use accusatory language to insinuate I was attempting to swindle my way into ownership on this loan/property, and cut me off whenever I tried to explain the situation. She informed me that someone called in XX/XX/2022 and placed the account on XXXX forbearance. Also stating when I ordered the loan modification that forbearance was removed from the account. 

I replied to her with the following statements : It took me 5 weeks and court documents, which are solely in my name, to speak on this account. 
The paperwork I received on XX/XX/2022 made no sense then, if the account was already in a forbearance program. 

XXXX XXXX kept repeating she would have to do some investigating and would call me back personally within XXXX to XXXX hours. 

XX/XX/2022 - With no call back or contact from XXXX XXXX, I called the main LoanCare number again. When I spoke with the representative that took my call this time, she informed me there was no record of my call/concerns from my phone call on XXXXfrom anyone. I was yet again placed on hold before my call was disconnected and never received a call back. 


XX/XX/2022 - I called once again to get any information about the loan and this time, I was told by the representative the house is now in the foreclosure process. I voiced my concerns and provided her with all the information I detailed on this timeline. After a long pause and no response from her, she disconnected the call and I never received a call back from her or anyone. 

As the executor of my fathers will, I have made every possible attempt to bring this account current and to make arrangements to be able to move forward. I have not once received any information on how to proceed despite providing them with many ways to connect with me. 

Losing a family member, especially a parent, is hard enough without people making it harder. LoanCare never allows you to speak to the same person when trying to resolve the challenges I am facing. The supervisors are rude, unhelpful, and uninformed on how to proceed with this legal matter. In addition to this egregious behavior, the complete lack of communication and willingness to help resolve this conflict shows that they are incompetent at best. 

I am awaiting your response on how to resolve this matter effectively.

Company response to consumer: Closed with explanation