Consumer complaint received 2025-12-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LoanCare, LLC
State: TX

Complaint narrative:
I am filing this complaint because LoanCare has repeatedly delayed and obstructed the release of my rebuild funds through the XXXX XXXX XXXX. The first time I requested funds, it took over XXXX months before anything was released. I had to file a complaint before LoanCare finally released money. 
My home is actively being rebuilt, and we have made significant progress. Recently, my contractor and I submitted a request for approximately {$75000.00}. LoanCare escalated this to corporate, who then denied the entire request, claiming my home is not 50 % complete. This does not make sense because LoanCare has only released {$80000.00} total so far. They have not funded 50 % of the project, so it is unreasonable to require 50 % completion. 
We have been at a standstill for over a month waiting for funds again. This is causing serious delays and financial harm. My lease in my temporary home ends in XXXX, and my insurance company will not pay any rent past that XXXX LoanCare repeatedly delays the money needed to complete my home. 
LoanCare originally told me that draws would be released at 25 % completion, but now they claim 50 % is required, which keeps changing depending on who we speak with. They also stated that plumbing and framing needed to be completed before the draw could be released. Both have been completed, and we provided proof. 
Despite this, our request was still denied. We resubmitted a smaller request for {$35000.00}, but we have not received a response. Even if approved, {$35000.00} is not sufficient. We owe {$30000.00} to the lumber company alone, and we submitted the invoice as proof. Only {$5000.00} would be left, which is not enough to continue construction.

My contractor confirmed that LoanCare is requiring percentage progress levels that do not align with the funds they have actually released, making progress nearly impossible. The delays feel negl
igent and are preventing us from completing our home.

I am requesting CFPB assistance because LoanCares handling of my funds is causing active financial harm, repeated construction delays, and inconsistent requirements that make finishing my home extremely difficult. 

TIMELINE OF EVENTS : XX/XX/XXXX : Date of fire loss. 
XX/XX/XXXX : Last document was marked received ; no updates for months. 
XX/XX/XXXX : Inspection completed. Results came back 25 % and marked INSUFFICIENT, even though framing and plumbing were completed. 
XX/XX/XXXX : Contacted LoanCare ; received only automated messages and no help. 
XX/XX/XXXX : After multiple attempts, representative stated that LoanCare now requires 50 % inspection completion to release ANY funds, contradicting the original 25 % requirement. 
XX/XX/XXXX : LoanCare claimed no draw request was showing, even though one had been submitted. 
XX/XX/XXXX : New request submitted ; still no response as of XX/XX/XXXX. 
XX/XX/XXXX : Contacted again ; received only automated messages. 
XX/XX/XXXX : Multiple contacts with LoanCare representatives ; still no resolution. XXXX results still not posted weeks later. Request from XX/XX/XXXX is still pending, with no explanation.

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