Consumer complaint received 2026-05-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LoanCare, LLC
State: MI

Complaint narrative:
I am requesting review of LoanCares mortgage servicing communication practices related to my ongoing mortgage assistance application. My concern is not a single isolated error, but a pattern of inconsistent, delayed, and unclear communication regarding required documentation and application status, which has made it difficult to understand and comply with LoanCares requirements. I am seeking improved consistency, clarity, and timely communication regarding my mortgage assistance review process. Since initiating mortgage assistance review due to my forbearance period nearing its end, I have experienced repeated issues with LoanCares communication process, including : Delayed visibility of critical notices in the borrower portal Inconsistent and sometimes conflicting document requirements Requests for documents already submitted Lack of clear, consolidated instructions regarding what is required to complete my application No consistent single point of contact for my case Difficulty obtaining a clear and stable list of outstanding requirements despite multiple attempts to clarify Specific Examples : Delayed Notice Visibility A document dated XX/XX/year> was not made available to me in the portal until XX/XX/year>. This notice included a response deadline of XX/XX/year>, effectively reducing the time I had to review and respond after becoming aware of it. Conflicting Document Requirements Portal notices and communications have requested tax returns ; however, I was later informed by a LoanCare representative that tax returns were not required because IRS XXXX XXXX had already been submitted. Inconsistent Guidance from Representatives During multiple phone conversations, I have received differing explanations regarding : What documents are still required Whether previously submitted documents were received and accepted Whether a complete application had already been submitted In one instance, I was informed that only paystubs and correction of XXXX XXXX were needed, which contradicted earlier portal notices listing additional missing documents. Inconsistent Document Availability Across Communication Channels During the initial mortgage assistance and forbearance process, LoanCare sent at least one required document via physical mail. However, this document is not available or reflected in my online borrower portal. This inconsistency between mailed and portal documents contributes to confusion regarding what materials are part of my active mortgage assistance file and prevents me from having a single, complete record of required documentation. Lack of Clear Case Ownership I have not been assigned a consistent point of contact or case manager. As a result, I have interacted with multiple representatives who provided inconsistent or incomplete information regarding my application status. These issues have resulted in : Confusion surrounding post-forbearance options Significant confusion regarding required documentation Increased time burden and stress in attempting to comply with unclear requirements Difficulty determining whether my application is complete or still under review Reduced confidence in the accuracy and timeliness of servicing communications

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