Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: OH

Complaint narrative:
To Whom It May Concern : I am submitting this formal complaint regarding the cancellation of my approved VA loan modification based on documentation requirements that are either inapplicable or impossible to satisfy under the circumstances of my property ownership. The property securing my mortgage was purchased while I was married ; however, title to the property has always been held solely in my name. During the loan modification process, LoanCare prepared modification documents that included my former spouse 's name solely because we were married at the time the property was acquired. After reviewing the modification package, I informed LoanCare that my former spouse has no ownership interest in the property and that we have been legally divorced. Despite this, I was subsequently advised that the approved modification would be cancelled unless I provided either : A Quit Claim Deed from my former spouse ; or A divorce decree specifically stating that I own the property. Neither requirement is reasonable or applicable in my situation. Under Ohio law, including Ohio 's dower rights provisions, any marital rights my former spouse may have possessed were extinguished upon the finalization of our divorce. Because she never held title to the property, there is no ownership interest for her to convey through a Quit Claim Deed. Likewise, my divorce decree does not specifically award me ownership of the property because ownership was never in dispute and title was already vested solely in my name. To further clarify this matter, I retained and provided information from a real estate attorney who explained the legal effect of the divorce and confirmed that I am the sole owner of the property. Despite this professional explanation and multiple escalations within LoanCare, the modification was still cancelled. I believe LoanCare 's position is unreasonable because it requires documents that either do not exist or can not legally be created to establish a fact that is already supported by the property 's chain of title and applicable Ohio law. As a result of this cancellation, I have suffered unnecessary delays, uncertainty regarding my mortgage status, and the potential loss of a loan modification that had already been approved. I respectfully request that LoanCare : Immediately review this matter at the executive resolution level ; Reconsider and reinstate the previously approved VA loan modification ; Accept appropriate evidence of sole ownership, including title records and legal documentation already provided ; and Provide a written explanation identifying the specific legal or investor requirement that necessitates a Quit Claim Deed or divorce decree provision under these circumstances. If this matter can not be resolved promptly, I will consider filing complaints with the Consumer Financial Protection Bureau ( CFPB ), the Department of Veterans Affairs, applicable state regulatory agencies, and any other appropriate oversight authorities. I request a written response within 15 business days.

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