LoanCare, LLC
Consumer Complaints
There are over 2906 complaints on file for LoanCare, LLC. Dated between 2019-12-04 and 2012-06-13.
Complaints Page 70
2017-07-27
Oxford, GA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: We purchased our home in XX/XX/XXXX. I was laid-off XX/XX/XXXX. We began to fall behind on payments first quarterXX/XX/XXXX. We filed for bankruptcy and it was discharged in XX/XX/XXXX. We contacted the Lender and worked with them through Loss Mitigation - Loan Care and secured a 2nd lien through HUD for $XXXXXX/XX/XXXX (FHA #XXXX). Our loan never reverted back to regular status though. We stayed in pre-foreclosure status up until this point XX/XX/XXXX. Loan #XXXX.
We contacted the Lender and were told our loan was sold to XXXX XXXX. We called XXXX XXXX and was told they did not have our loan. This went on for several months. When we were finally contacted by XXXX XXXX, we were told we were in default and we needed to sell our home. We were very upset and I sent a letter to the Executive Suite at Loan Care, who was servicing the loan for XXXX XXXX. We received a call from Management stating XXXX XXXX from Collections would be working with us for a workout plan. We worked with an employee named XXXX XXXX until XX/XX/XXXX.
The below are the payments that we paid to Loan Care: The original loan was $XXXX. We paid the entire 1st year $XXXX; 2nd loan to pay past due $XXXX 2nd year plus+; trial FHA paid $XXXX (3 months); $XXXX XX/XX/XXXX; $XXXX (7 months) = $XXXX; then unemployment forbearance $XXXX (12 months) = $XXXX. Additionally, we received an escrow account statement saying we had $9,000+ surplus in XX/XX/XXXX 1st quarter. When we asked for the money to be applied, we were told that could not happen because we were in a pre-foreclosure status. That money was never paid or applied to our loan account.
The total monies paid including $XXXX HUD 2nd lien come to $XXXX paid on our home loan to the Lender in 5 years. If $XXXX has been paid to date, how is it that the Lender says we owe them $XXXX, which is $XXXX more than the price that we bought the house for and does not include the $XXXX 2nd lien to HUD that we have to pay. That is a total of $XXXX more that the price that we bought our home for. Fraud is being conducted by the Lender XXXX XXXX & Loan Care which is the servicer. I have contacted the Executive Suite and begged them to do the right thing to no avail. I have not received a call or email. I have contacted Loan Care and was referred to a legal firm that was not interested in ensuring the information and payoff information was accurate.
We are selling our home today, signing the papers so that the house does not go into foreclosure. I want to ensure the real price of the house is brought to light and XXXX XXXX and its servicer Loan Care pay my husband and I the $33,000+ monies it owes us!
I reached out to the following people at Loan Care: XXXX XXXX, XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX; XXXX XXXX XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX; XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, and XXXX XXXX, XXXX XXXX XXXX XXXX. The email addresses are: XXXX ; XXXX; XXXX;
XXXX; XXXX; XXXX;
XXXX; XXXX
We do not want a handout. We want what is rightfully ours. We appreciate any help to make that happen with XXXX XXXX & Loan Care.
XXXX & XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-26
Andalusia, PA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-25
Norwalk, CA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I 'm Up to date on all taxes however I have been contacted by my loan servicer collections department asking for evidence of my assessment bill and have spent time downloading my tax bill ( Perhaps they can not do the same ) and sending it in good faith via U/S mail only to come home today to receive another request from the same department my concern is the reputation of loan servers with past mass fraud I wanted to bring this incident to your attention I will not a victim of there fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-25
Atl, GA
Trouble during payment process
Mortgage: VA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-24
Tarzana, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Loancare ( a XXXX company ), assigned 2 different account/loan numbers for one loan and falsely reported late mortgage payments to the credit reporting bureaus for the account not used for billing and payment. We 've never missed a payment and they agree. To date about 6 months after we discovered the 2 different account numbers for the same loan and after we noticed the false reporting of 120 days late payment, Loancare has failed to correct its mistakes. We called Loancare on XXXX XXXX ( agent XXXX ), XXXX XXXX ( XXXX ), XXXX XXXX ( XXXX ), XXXX XXXX ( XXXX ), XXXX XXXX ( XXXX ), XXXX XXXX ( XXXX and XXXX ) and each time they said they would open a case with the credit department ( not available by phone ) and did not follow-up. Loancare has ruined our credit and there is no way to communicate with the correct department about resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-21
Leeton, UT
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Complaint: In XXXX 2017, the XXXX XXXX paid my loan to Loancare, and in XX/XX/XXXX, I asked for more help, and LoanCare did not acknowledge the payment, and was charging extra late fees and trying to get double payments. XXXX XXXX and I both tried several times to get in touch with them to get a current statement reflecting the true amount due, and payment of the previous month. The payment was ready to be sent off at the end of XX/XX/XXXX, but despite our efforts to get an updated statement, he decided to pay it XX/XX/XXXX. Yes it was late, but still they had not gotten back to us. It is the only late payment on my credit report, and I asked them via email, to please get it off my report, so I could refinance at a lower rate, so I could afford payments. If they would have just responded, the payment would have been received on time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-20
Portland, OR
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I have called LoanCare 6 times over the past XXXX weeks - XXXX XXXX to XXXX XXXX. They are reporting a delinquent loan that was XXXX days late. Unfortunately this error was report to all 3 credit agencies and it lowered my credit score. I am now having problems refinancing my home, because my credit score has been impacted because of this error. My loan is not in default and I have never been late on a payment ; however, LoanCare is reporting it as 60 days late. I spoke to upper level management at LoanCare and filed a claim with a ticket number. They have not done anything to remedy the situation.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-20
Traver, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: I refinanced my rental home and my loan was sold to Loan Care on XXXX XXXX,2017. I received a mortgage statement in XXXX for 2 months of mortgage payment. That was paid in full in the month of XXXX 2017. Before that mortgage statement was sent to me, Loan Care placed on my credit report that I was delinquent by 60 days. I have been in touch with them and I do have a customer complaint number : XXXX XXXX. They have as of this date not removed the error from my credit report.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-20
FL
Trouble during payment process
Mortgage: VA mortgage
Complaint: XXXX XXXX sold our loan to loancare we feel with out notice it was at the time of year we pay our property tax and insurance. we pay it out of our pocket we do not fiance either one of them and have for XXXX yrs. XXXX XXXX took money that was marked for escrow and applied it to principal they claimed then we sent them copy of policy for insurance paid in full on that home as again we have done every year. At same time all this going on they sell my loan to Loancare who raised my payment 50 % it was XXXX to XXXX they say because of escrow witch has been payed we have tried to resolve with no results with his company we even sent them more Escrow money that has disappeared now they say I can not prepay it. but it is part of original loan and they can not change terms and conditions of that loan says right on paperwork from XXXX XXXX this has put tremendous strain and stress on us both financially and emotionally the loan has dropped to XXXX but should be under 1000.00 they say I have XXXX over pay in ecrow now but still want XXXX month escrow
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-20
IL
Trouble during payment process
Mortgage: VA mortgage
Complaint: I am a XXXX XXXX XXXX veteran. As of XXXX, the state of Illinois approved tax exemptions of primary residences to XXXX veterans. 8 months ago, Loancare, a XXXX XXXX. NMLS # XXXX purchased my loan. In XXXX, I informed them that I was tax exempt and filed the appropriate paperwork. They have me on file as tax exempt with {$0.00} due. They have {$8100.00} of mine in an escrow account. The only thing due for the rest of the year is {$2000.00} for insurance. They will not give me the {$6000.00} that belongs to me! Furthermore, they keep making me pay them an extra {$820.00} per month toward taxes that is n't due. When I attempted to pay them the correct amount, they charged me a service fee of {$92.00} ( which they allowed a " one time '' forgiveness on. ) I 've been trying for 5 months now and they WILL NOT stop this activity nor give me my money. Please help! Sincerely, XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-18
Worcester, MA
Trouble during payment process
Mortgage: FHA mortgage
Complaint: To Whom It May Concern, I would like to place a written complaint with Loan Care ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX , PA XXXX ). After numerous phone calls requesting an explanation of my Escrow account including the removal of my PMI dating back to XX/XX/XXXX , I have yet to receive a single return phone call or Email. Any and all efforts made have been on my behalf. Any speaking to several different customer service employees including " XXXX , XXXX XX/XX/XXXX and XXXX XX/XX/XXXX '' and being promised that a manager would call me back regarding my concerns, I have yet to receive any phone calls. After being previously told that my PMI would be removed once my original loan amount was paid to 80 % or below, the PMI would be removed automatically. On XXXX XXXX I was told that I must place a written request to have the PMI removed, which I did and immediately received a replay email on that day. The replay email stated that I please wait 5 days for a response. As of XX/XX/XXXX I have not received an Email, Hard copy or a return phone call. This company has the worst customer support group that I have ever worked with, regarding any phase of business. I do have copies of the corresponding emails.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-18
Juniper Hills, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: My loan was set up with LoanCare LLC in XXXX of 2017 I made my first XXXX 2017 Payment early in late XXXX . They accepted my payment for XXXX but I started having trouble in XXXX 2017. My wife had made a payment and mistakenly put her name as the payer. The payment for some reason was returned. Since then, I have paid over 4 times with 7 of my payments being reversed. reapplied and reversed. It has been a nightmare to try and pay my mortgage company. I made a payment for XXXX and XXXX , which was finally accepted by LoanCare, on XXXX XXXX 2017. For a whole month there was no reversals of the payments. On XXXX XXXX 2017 I made Payments for XXXX and XXXX 2017. Guess what happened next, they decided to reverse my XXXX , XXXX and XXXX payment then reapply my two payments for XXXX and XXXX thus leaving out XXXX and I am back to supposedly owing them another payment. I do n't understand why this is happening. I talk to my bank and they do n't show any record of rejected payments. I talked to LoanCare and all they tell me is that its the bank or that I have Non Sufficient Funds. I am struggling to make my payments on time even though i am making them on time. This should not be happening. If anyone has an opportunity to work with LoanCare LLC please do n't, Save yourself your money, time, and high stress
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-18
San Gabriel, CA
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account status incorrect
Complaint: It is important to note, my loan officer company is XXXX XXXX XXXX. XXXX is a different firm managing my loan payments. I have received in mid XX/XX/XXXX attached statement " XXXXXXXX '' from loan officer XXXX. In this statement it was clear that my next payment date is XX/XX/XXXX and new monthly is XXXX. In addition, in that statement, you can see actual payment on XX/XX/XXXX as accounted for and it clearly stated that i overpayed the year of XX/XX/XXXX XX/XX/XXXXand it included a check of XXXX $ made to me to pay for the surplus i paid. I was preparing to make my XX/XX/XXXX payment as usual. but after this letter, i checked loancare.com website and deducted no payment is required. No emails nor phone calls nor mails were received from neither firms until XXXX letter attached which was received in XX/XX/XXXX stating that i was actually late. Before i even knew, I went to loancare.com late XX/XX/XXXX to pay for XX/XX/XXXX and realized the issue and paid for both XX/XX/XXXX and XX/XX/XXXX. that day spent hours on loancare interface, i tried processing my payment but it wasnt going thru. There was a total issue occurring.after painful experience, i 've figured i need to process two separate payments for each month and together it was failing since monthly amount itself have changed. Overall, Both companies failed to notify me on timely fashion and provided contradicting information. Both promised to remove from credit report and that it will be repaired once misunderstanding has been cleared. However, 6 months later and after very horrible experience and 6 month of emails with loancare.com i stil havent been able to remove it from my credit report. i was reported as 30 day late and now PMI will not be removed because of this mistake. This company been redirecting me from one department to another and today i was redirected to a fake email XXXX They damage my credit for no reason without proper notification. they 're interface now spams me with multiple pop-ups and i have to click 6 times to confirm to just see my statements. They are aware of the issue and claim they are working on a fix. this has been going on more then 6 month. despite the reasonable case that ive made and many messages and followup and even after i paid fees and over 6 month of trying to get response with no luck, the creditor is acting unreasonably '' by not removing the 30day late payment even when they agreed to and Loan officer already agreed to remove since they have sent the confusing statement and never clarified. I wasted my time for half a year now, and i hope similar companies can be stopped from consumer harassment such as my case above and held them accountable for what they are doing. Regards, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-17
Gloucester City, NJ
Trouble during payment process
Mortgage: FHA mortgage
Complaint: On XXXX 2016 loancare raised my mortgage to {$2100.00} and I thought we fixed the mortgage amount to {$1700.00}. Loancare said that will be your payment for the next two years until the escrow balance has been resolved. My taxes are {$6900.00} I received a tax XXXX credit for {$250.00}, now my taxes are approximately {$6700.00} a year. Loancare has raised my payment every six months. I am also eligible for the tax freeze and a credit will be put in my account. My loancare account XXXX . Loancare has threatened me with foreclosure and has ruined my credit. They are very nasty and hard to deal with. I want my mortgage payment to remain as {$1700.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-17
Los Angeles, CA
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-17
MI
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I am requesting your immediate involvement to assist in solving the problems that exist when my loan was assigned to servicer - LoanCare , LLC. I am a FIRST time home buyer in Michigan. I closed on my FHA loan in XXXX 2017. My first payment on this mortgage was due XXXX XXXX , 2017 in the amount of {$540.00}. I received a letter from XXXX XXXX dated XXXX XXXX , 2017 instructing me to make this payment directly to them ( see attached ). I received a letter on XXXX XXXX , 2017 from LoanCare , LLC instructing me to make all further payments to LoanCare , LLC. I have adhered to both of these letters. The PROBLEM arose when I was contacted by LoanCare informing me that they are missing my XXXX 2017 payment. I have explained to them in THREE different conversations that I was not instructed to pay my mortgage to them in XXXX . At the present time, they reflect my account 30 days delinquent because they did not receive my XXXX payment. I paid the mortgage payment as instructed to XXXX XXXX . Although I have provided evidence of this neither XXXX XXXX nor LoanCare will correct the records and my credit is in jeopardy for erroneous information. I have been promised each time that someone will return my call, this includes escalations to management ( XXXX between XXXX - XXXX ) no one is responding. This is extremely frustrating as a first time home buyer that I am the victim in this entire mismanagement of my account and no one seems to care. They ( LoanCare ) keep asking me for payments that were made according to documents received. My next payment is due XXXX XXXX but I am being told I owe for XX/XX/XXXX by LoanCare because the payment I made to them fo r XX/XX/XXXX posted for XX/XX/XXXX . I have done everything in my power by providing proof of payments but I am getting no where.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-17
Brighton, CO
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-13
Manhattan, NY
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-13
Staten Island, NY
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-13
Pinellas Park, FL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-12
Indianapolis, IN
Trouble during payment process
Mortgage: VA mortgage
Complaint: XXXX/XXXX/2017 -- I tried making my payment of {$610.00} and found out that they had a new process of adding fees to payments such as One-Time Draft Fee Schedule On or before due date-No Fee 1-4 days after due date-No Fee 5-9 days after due date- {$5.00} 10-15 days after due date- {$10.00} 16 days or more after due date- {$10.00} My payment with my previous lender was on the XXXX of the month because I am on social security and only get paid the XXXX Wednesday of the month. When the mortgage was sold to this lender my first payment was last month and I paid {$610.00} on XXXX/XXXX/2017 without penalty and I also talked to representative at that time and he stated that I had 15 days to pay without penalty. They are not calling this a late fee but it really is. They changed my payment date and are charging for being late -- I believe as a XXXX Veteran on Social Security they are scamming me. The name of the company is Loancare in XXXX XXXX, VA XXXX -- watch out for these crooks.
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XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, Indiana XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-12
NY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: We have paid our mortgage, on time and in full ( actually, recently paying a little over the specified amount every month ) for a year now. The company will NOT allow us to delete the escrow account, and pay our own homeowners insurance and taxes, which we are more than capable of doing, on our own. They have " claimed '' various reasons. One being that we " should have requested that at the time of closing '', when NO ONE offered us that option or we would have chosen to do that. Another reason is that our " debt to loan ratio '' is too high -- 88 % as opposed to the desired 80 % -- when we have been told 2 other figures i the past.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-11
Main Office, VA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Modification request sent XX/XX/XXXX Docs uploaded XX/XX/XXXX Follow ups until advised on XX/XX/XXXX told alternative income needs to be sourced, unable to reach anyone in department ( XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX ) finally spoke to rep XX/XX/XXXX who advised insurance payment is in wrong field. Resent borrowers affadavit with correction XX/XX/XXXX XX/XX/XXXX spoke to SPOC XXXX called weekly XX/XX/XXXX called advised modification denied, no reason in notes, XXXX rep, advised would escalated and reach out to management Advised to send in notice of appeal if no follow up call in 5-7 days from underwriter. XX/XX/XXXX filed appeal XX/XX/XXXX advised appeal request has been received bt it needs additional docs, XX/XX/XXXX sent appeal request hardship letter and docs XX/XX/XXXX spoke to rep XXXX adv 5-7 days to review appeal XX/XX/XXXX after calling weekly with no updated none of the call backs were returned, escalated file, sent email copied Loan Care upper management XX/XX/XXXX received email from XXXX XXXX advising forbearance was approved, received forbearance request, for a 12 month period in the amount of XXXX per month. ( Unemployment income was XXXX per week, daycare XXXX week, car note, car insurance, food gas, yes dint make sense, XX/XX/XXXX reached out to SPOC, spoke about negative credit impact, advised worked for a bank and needed this issue remedied in order to get comparable income to pay mortgage, stressed the longevity of this process, negatively impacted my chance to obtain a credit car increase, personal loan ect. Was advised delinquency unlocks programs to aide customers, versus customers who are not delinquent. XXXX due to negative impact further hindering permanent job opportunities/ forbearance agreement not thought out, and poses a negative customer impact, would prefer Loan Modification. Advised per pay stubs I am working, and would prefer mod. Resubmitted package, to SPOC, was advised this would be sent to underwriting and should hear something prior to first forbearance trial payment ( X/X/17 ) XX/XX/XXXX received email that processor needed me to resubmit docs, not new docs but the same docs. i thought maybe I had saved them wrong. XX/XX/XXXX advised file is with processor, not underwriter, file had not been reviewed. Finally 4 month later I am told after numerous callback request going unanswered that XX/XX/XXXX my file was assigned to underwriter 4 months later My ultimate goal is to shine light on the negative impact caused by the longevity of this process and it further hinders financial resources be accessible to person who reach out for help. Additionally, the purpose of the SPOC needs to be more functional, able, to grab a file, decision and run past management to reduce underwriters pipeline, and deescalate certain situations.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-11
Countryside, IL
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation
2017-07-11
Knoxville, TN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: LoanCare transferred my loan to XXXX XXXX XXXX ( XXXX ) in XXXX of XXXX. A mistake was made in regard to my account by LoanCare at that time. The issue is that prior to LoanCare passing my loan to XXXX in XXXX XXXX, LoanCare paid {$1400.00} in county taxes out of my escrow account thus sending my loan to XXXX with a negative escrow of - {$990.00}. However, my county taxes were not paid, LoanCare paid the wrong amount to the wrong account. My county taxes are {$560.00} and were paid by XXXX in XXXX XXXX ( along with a {$25.00} late penalty ) after I alerted them to the fact that my county taxes were not paid. In the meantime, I have received a notice from XXXX saying I owe {$1700.00} in escrow shortage and my mortgage is being raised by {$150.00} a month. The problem is that I do not owe this money. The escrow shortage was caused by a mistake on LoanCares part and by a complete lack of due diligence and follow-up from both LoanCare and of XXXX.
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I have sent two letters to XXXX, one letter to to LoanCare and two certified letters to both LoanCare and XXXX. The letters detailed what happened and I proved CLEAR documentation of the issue. I have also made numerous phone calls to both companies. XXXX keeps saying there is nothing they can do and " it 's my problem, '' LoanCare keeps saying they " are looking into in. '' Additionally, LoanCare has advised me on several calls that they will be calling me tomorrow but they do n't call. It is now XXXX XXXX and this has been going on since mid-XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation