Consumer complaint received 2026-01-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: LoanCare, LLC
State: SC

Complaint narrative:
What happened ( Complaint Narrative ) On XX/XX/XXXX, I contacted the servicer for a specific and limited purpose : to confirm co-borrower information on my mortgage loan. At the time of this call, a Qualified Written Request ( QWR ) had already been submitted on XX/XX/XXXX, and I was awaiting a response. 

During the call, I clearly and repeatedly informed the representative that : a XX/XX/XXXX was already in progress, it was submitted on XX/XX/XXXX, and I was not requesting assistance, updates, or a restart of any process, as I was waiting for the formal XX/XX/XXXX response. 

Despite being told this multiple times, the representative did not appear to understand or acknowledge the existence of the pendingXX/XX/XXXX and repeatedly attempted to restart a servicing process that I did not request and expressly stated I did not want restarted. 

During this same call, the representative provided XXXX distinct and contradictory answers regarding my account : First stating that there was nothing on my account indicating a XXXX existed, and Later stating that there was in fact something on my account related to the XXXX. 

These conflicting representations left me uncertain which statement was accurate, whether my XX/XX/XXXX was properly logged, and whether it was being tracked or handled in compliance with federal requirements. 

When the matter was escalated to a supervisor, I was explicitly informed that no internal notes would be made regarding this incident, meaning there would be no internal record of : The contradictory information provided, the representatives failure to recognize the pending XX/XX/XXXX, or My express request not to restart any process. 

Why this is a problem Once a XX/XX/XXXX is submitted, the servicer must be able to accurately identify, track, and acknowledge it internally. 

Providing conflicting information about whether aXX/XX/XXXX exists raises serious concerns about the accuracy of the servicers records. 

Attempting to restart or interfere with servicing processes while a XXXX is pending undermines protected borrower rights. 

Refusing to create internal notes regarding a borrower dispute prevents accountability, review, and correction of errors. 

These facts indicate deficient servicing policies and procedures, not a simple customer service misunderstanding. 

Laws and regulations involved ( for CFPB review ) RESPA XXXX XXXX. XXXX ( XXXX ) ( Failure to properly recognize and respond to a Qualified Written Request ) Regulation XX/XX/XXXXXXXX ( a ) ( Failure to act with reasonable diligence and good faith ) RegulationXX/XX/XXXXXXXX ( b ) ( XXXX ) & ( b ) ( XXXX ) ( Failure to maintain policies ensuring accurate, consistent borrower communications and proper tracking of disputes ) Providing contradictory account information and refusing to document a borrower dispute reflects a servicing compliance failure. 

Harm caused Uncertainty regarding whether a federally protected XXXX was properly logged Disruption and interference with the XX/XX/XXXX process Increased risk of improper or duplicative servicing actions Lack of any internal record for future review or correction

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