Consumer complaint received 2026-06-01 00:00:00
Product: Mortgage — VA mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: LoanCare, LLC
State: CA

Complaint narrative:
Dissatisfied with LoanCare 's response to my complaint. While LoanCare provided copies of the Note, Deed of Trust, account history, and certain servicing records, it failed to provide critical information and documentation necessary for me to verify the accuracy of the debt and investigate the information being furnished to consumer reporting agencies. Specifically, LoanCare refused to provide : Documents relied upon when furnishing information to XXXX XXXX XXXX and XXXX. The dates and contents of each credit bureau reporting update. Internal records, notes, audits, or documentation supporting its reporting decisions. Correspondence logs, servicing notes, call logs, and account activity records documenting actions taken on the account. Records demonstrating the procedures used to verify the debt and validate the information being reported. Documentation showing how LoanCare determined the account status, delinquency dates, payment history, and other information furnished to consumer reporting agencies. Instead of providing these records, LoanCare characterized my requests as " overly broad and unduly burdensome '' and directed me to obtain information from the credit bureaus. This response is inadequate. The credit bureaus do not possess LoanCare 's internal records, decision-making documentation, servicing notes, verification procedures, or supporting evidence used to furnish information. Only LoanCare possesses those records. As the furnisher of information, LoanCare is responsible for maintaining and verifying the accuracy of the data it reports. Without access to the documents relied upon for reporting, I am unable to independently determine whether the information being furnished is complete, accurate, properly verified, or compliant with applicable federal law. LoanCare 's response also raises concerns because it acknowledges that it is reporting the account as delinquent beginning with the XX/XX/2022 payment and all subsequent payments, yet it refuses to provide the underlying records supporting those reporting determinations. Without these records, I can not evaluate whether the reported delinquency dates, payment history, account status, balances, and other information are accurate. Additionally, this loan is a VA-guaranteed mortgage. LoanCare 's response does not address whether it complied with applicable VA servicing requirements, including borrower outreach, loss mitigation evaluation, default servicing requirements, occupancy determinations, property preservation activities, and reporting obligations associated with VA-insured loans. LoanCare assessed numerous occupancy inspection, property preservation, attorney, lock change, winterization, and related default servicing charges to the account. However, LoanCare did not provide the documentation, inspection reports, occupancy determinations, vendor records, photographs, work orders, or other supporting evidence demonstrating why these actions were necessary, authorized, or compliant with VA servicing requirements. Because the loan is VA-guaranteed, I request that LoanCare provide documentation demonstrating compliance with all applicable VA default servicing requirements, including records of borrower contact efforts, loss mitigation reviews, occupancy determinations, property preservation authorizations, and any communications or reporting made to the Department of XXXX XXXX regarding this loan.

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