Consumer complaint received 2025-03-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: LoanCare, LLC
State: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX Formal Complaint Regarding Negligence in Loan Modification and Financial Harm** To Whom It May Concern, I am submitting this formal complaint regarding the **gross negligence and mishandling** of my loan modification request, which has caused me severe financial and emotional distress. Despite following all required procedures and making countless efforts to resolve this issue, your company has repeatedly delayed and mismanaged my case, leading to significant financial hardship. Below, I outline the full extent of the issues that require immediate resolution : # # # **1. Mishandling of Successor of Interest Paperwork** - I submitted my probate successor of interest paperwork in XXXX XXXX, yet it was not recorded until XXXX XXXXa **six-month delay** that should have never occurred. 
- This failure prevented me from properly applying for a loan modification in a timely manner, leading to unnecessary financial burdens. 

# # # **2. Repeatedly Delayed Loan Modification Process** - I initially submitted a loan modification request in XXXX XXXX, which was later denied due to alleged inability to prove rental income. 
- However, I should **not** have been able to apply for a modification at that time if I was not yet recognized as the **successor of interest**an issue entirely caused by your companys failure to process my paperwork. 
- I **resubmitted** a loan modification request in XXXX XXXX, which, according to your policy, should take **30 to 45 days** to process. It is now **XXXX  XXXX, and my modification has still not been finalized. 
- After recording my successor of interest paperwork in XXXX XXXX, your company **resubmitted** my modification again in XXXX XXXX. 
- The **VA has already approved my modification**, yet as of **XXXX  XXXX, XXXX, I am still being told it is " under review. '' # # # **3. Financial Hardship Due to Your Negligence** Your companys delays and mishandling of my paperwork have caused me **significant financial damage**, including : - **Foreclosure Lawyer Fees** : I have been paying ** {$400.00} per month** for a **foreclosure lawyer for the past 13 months**a total of ** $ XXXXsolely due to your companys failure to process my modification in a timely manner. 
- **Accrued Mortgage Debt** : Since **XXXX  XXXX, I have accrued a mortgage debt of ** {$1200.00} per month** due to the delays in my modification, totaling ** $ XXXX over the last year. 
- **Court Costs & Additional Legal Fees** : I have already been to **court** regarding this matter, and I am now responsible for **the mortgage companys legal fees**, which will be added to my modification, further increasing my financial burden. 
- **Inaccurate and Misleading Information** : I have been calling your company **once a week for the past year**, and I have received **inconsistent information** from multiple **managers, escalation managers, and representatives**. I have been : - Promised call backs that never happened. 
- Given conflicting information regarding my modification status and monthly payment amount. 
- Told that my modification should have been finalized and **mailed by XXXX XXXX, yet as of **XXXX  XXXX, I have received nothing. 

# # # **4. Improper Requests for Third-Party Information** - Despite having **probate paperwork** proving my **aunt signed over her rights** to the property, your company **unnecessarily delayed my modification** by repeatedly asking me for her informationdespite her having no legal or financial ties to the mortgage. 

# # # **Immediate Action Required** Your companys **mismanagement** has caused me **financial, legal, and emotional hardship**. I demand an **immediate resolution** to this matter, including : 1. **Immediate approval and finalization of my loan modification**, which has already been approved by the VA. 
2. **A formal written explanation** for the **delays, miscommunications, and improper handling of my case**. 
3. **Reimbursement or compensation** for the financial burden caused by your negligence, including but not limited to : - The ** $ XXXX in foreclosure lawyer fees I have paid. 
- The ** $ XXXX in accrued mortgage debt due to your mishandling. 
- Any additional legal fees I am being forced to pay as a result of your company 's failure to process my modification properly. 
4. **Immediate corrections to my account** to reflect the appropriate monthly payment amount and remove any penalties or fees resulting from your companys negligence. 
5. **A review of your companys policies and procedures** to ensure that no other borrower experiences this level of incompetence and delay. 

If this matter is not **resolved immediately**, I will escalate my complaint to the **Consumer Financial Protection Bureau ( CFPB ) **, the **Department of Veterans Affairs ( VA ) **, the **Federal Trade Commission ( FTC ) ** , and my **states Attorney Generals Office**. Additionally, I will explore all **legal options** to recover damages caused by your companys negligence. 

I expect a formal written response within **10 business days** from the date of this letter. Please send your response to the address provided above. 

Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation