Consumer complaint received 2026-04-20 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: CA

Complaint narrative:
XXXX Whom It XXXX Concern, I, XXXX XXXX, am writing XXXX formally submit a hardship request and XXXX file a complaint due XXXX the concerns outlined below regarding my recent attempts XXXX obtain mortgage assistance. I am also filing this formal complaint to XXXX XXXX, BBB, CFPB, and the state of California XXXX ensure that my concerns below are properly addressed. I contacted my loan XXXX on XXXX separate XXXX XXXX, 2026, and XX/XX/XXXX, XXXX apply for mortgage assistance. During both calls, I was incorrectly advised that because my loan was current at the time, I did not qualify for any assistance programs. This information is inconsistent with my understanding XXXX with applicable guidelines, which allow borrowers experiencing hardshipsuch as divorce, loss of income, or disabilityXXXX apply for assistance regardless of current payment status. I am currently experiencing significant financial hardship due XXXX an ongoing divorce/separation, loss of financial support from my former partner, XXXX a reduction in income as I am on temporary XXXX leave. Although my XXXX initially recommended a XXXXyear XXXX leave, my employer requires reassessment in XXXX-month increments XXXX preserve my employment. As of today, I have not yet received any XXXX income, which has further impacted my ability XXXX meet my mortgage obligations. Starting in XX/XX/year>, despite my efforts XXXX initiate this process, I have been unable XXXX make my mortgage payment. I made good-faith attempts XXXX begin mortgage assistance, but no application packet was provided XXXX me following my calls. I am now losing the supplemental income I previously relied on from my long-term XXXX, and I am still recovering from a period of unemployment while trying XXXX stabilize my finances. Due XXXX these circumstances, I will require an initial XXXX-month forbearance period XXXX XXXX require an additional XXXX months thereafter as I work XXXX regain financial stability. I acknowledge that my account is currently XXXX days delinquent XXXX has incurred XXXX late fee. However, I respectfully request that this late fee be waived as a one-time courtesy, given my proactive XXXX documented efforts to seek assistance before becoming delinquent. Additionally, I request that my XXXX payment not be reported as delinquent XXXX the credit bureaus, as I made multiple good-faith attempts XXXX initiate the mortgage assistance process before falling behind. I am making every effort XXXX protect my credit and maintain my home during this difficult time. I formally request the following : XXXX provision of a complete mortgage assistance application Review XXXX processing of my hardship under applicable guidelines related XXXX divorce XXXX loss of income Initiation of a mortgage forbearance plan, beginning with a XXXX-month term XXXX possibly longer due XXXX my financial hardship, separation/divorce, XXXX loss of income. Removal of the assessed late fee as a XXXXe courtesy XXXX that my credit reporting accurately reflects my efforts XXXX seek assistance in good faith. XXXX that my credit reporting is paused during this time. I also wish XXXX formally document that during XXXX of my interactions with servicing agents, I experienced a lack of professionalism, empathy, XXXX helpful guidance. Given the seriousness of my situation, this added unnecessary stress. I request that these interactions be reviewed and that appropriate coaching and training be provided to ensure future borrowers receive accurate information and respectful service. Please accept this correspondence as my official hardship letter and request XXXX initiate the mortgage assistance process. I have provided the following supporting documentation XXXX am willing to submit any additional materials required : Separation/Divorce paperwork with estimated monthly expenses ( XXXX XXXX ) Legal retainer documentation ( XXXX XXXX XXXX XXXX account statements ending in ( XXXX ) for XXXX XXXX XX/XX/year> Savings account statements ending in ( XXXX ) for XXXX and XX/XX/year> Doctors note XXXX XXXX documentation ( with follow-up appointment scheduled for XX/XX/year>, XXXX reassess my ability XXXX return XXXX work or extend leave ) I am currently on XXXX leave and available at any time XXXX assist in expediting this process. Please do not hesitate XXXX contact me directly so we can move forward as quickly as possible XXXX protect my home XXXX financial stability. Thank you for your prompt attention XXXX this urgent matter.

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