Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: LoanCare, LLC
State: OR

Complaint narrative:
I am submitting this complaint regarding my FHA mortgage servicer, LoanCare, and their ongoing failure to timely communicate and process my loss mitigation review despite my repeated good-faith efforts and the imminent expiration of my current forbearance period on XX/XX/year>. Over the past several weeks, I have repeatedly contacted LoanCare by both email ( XXXX & XXXX ) and telephone regarding my mortgage assistance options and FHA loss mitigation review. Despite being told multiple times that representatives or supervisors would return my calls, those callbacks have either not occurred or no meaningful follow-up has been provided. On XXXX a supervisor named XXXX called said she was having issues with her computer would have to call me back. I never heard back from XXXX and the next lady that called me told me my choices were I could either pay the {$20000.00} to reinstate my loan or I could go on a three month trial payment plan. Theres no way I can do a lump sum reinstatement or short-term repayment plan that exceeds my documented income. My hardship remains medically unresolved and my long-term disability paperwork filled out on my neurosurgeon doesnt even allow me to start looking for work, if I am able to work until the end of XXXX when my work capacity and disability status will be reassessed. I have already submitted substantial supporting documentation, including : Updated medical documentation from my treating neurosurgeon confirming I am not medically cleared to return to work or even begin seeking employment until at least XX/XX/year> pending continued rehabilitation Documentation of unemployment income Ongoing hardship documentation ( XXXX XXXX ) related to my medical condition and loss of employment I have specifically requested review for all available FHA loss mitigation options, including the FHA waterfall review process and the XXXXmonth FHA Payment Supplement assistance options intended for borrowers experiencing temporary financial hardship. My concern is that LoanCare is failing to timely review or communicate regarding my application despite the rapidly approaching expiration of my forbearance period. I have made every effort to cooperate, provide documentation, and proactively communicate before any deadline or escalation. At this point, I am requesting assistance and oversight regarding : Whether LoanCare is complying with FHA servicing obligations and loss mitigation requirements Whether my file is being properly reviewed before the expiration of my forbearance Whether additional protections apply while a loss mitigation review is pending Whether the servicers repeated failure to respond and provide timely communication violates FHA servicing standards or consumer protection regulations I am simply attempting to preserve my home while dealing with serious medical hardship, and I am requesting fair review and communication regarding available FHA assistance programs before unnecessary foreclosure-related actions occur. Thank you for your time and review of this matter. Sincerely, XXXX XXXX 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