Consumer complaint received 2025-05-30 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:
In XX/XX/XXXX2025 we contacted XXXX XXXX the services who service the account for XXXX XXXX XXXX  XXXX. 

Due to an unforeseen circumstance where a close relative was diagnosed with XXXX, causing us to exhaust our savings, in order to help pay and revive the necessary medical attention, we fell behind on our mortgage and were offered a mortgage assistance option by XXXX XXXX. 

We werent sent documents by XXXX XXXX to produce details regarding our current financial situation and what lead to us falling behind on our mortgage. At this point we were 1month and 1/2.

We were told the process could be lengthy and we set up a payment plan while our information was being processed. 

In early XXXX we were mailed a packet informing us that we had been approved for the mortgage assistance plan. They then sent us the application packet to sign and have notarized. We follow XXXX XXXX instructions, sign, have the documents notarized and promptly return the packet in the XXXX certified envelope they provided XX/XX/XXXX. 

We allowed a few days for processing and followed to check on the status of our application as we had not heard back from XXXX XXXX. Once we spoke with someone from XXXX XXXX, we were told that we did not sign the paperwork and that we did not have it notarized. We were completely shocked to say the least. 

We asked XXXX XXXX if they could return our paperwork as we just could not believe that happened. XXXX XXXX refused, claiming they do not return documents once they are rejected. With no leverage, as we trusted XXXX XXXX and did not make copies, we were forced to accept their account and were sent a second packet. At this point we became even more stressed as were now approaching the deadline of XX/XX/XXXX. We received the second packet approximately XX/XX/XXXX and were told by agent XXXX to wait for their notary, that XXXX XXXX would provide at no cost. We were advised the notary would contact us with two business days, but that never happened. 

On XX/XX/XXXX we contacted the notary and were told they would not be able to service us on time to meet the XX/XX/XXXX deadline. Now we were really sweating bullets as we only 3 days to accomplish the task. 

Again we go to a notary, sign the documents, and had the notarized. The following day we sent the package in the provided envelope via XXXX. 

We followed up with XXXX XXXX XX/XX/XXXX as this was the hard deadline and were assured by XXXX XXXX  that the package was received but had to go through quality control to ensure it was done correctly but to allow an additional day due to the XXXX  XXXX  and to call Tuesday XX/XX/XXXX. 

We did as instructed and followed up on Tuesday. To our disbelief we were then told that we were once again rejected because we again did not send in notarized and signed paperwork and what was even more strange, XXXX XXXX agent XXXX ID # XXXX claimed we sent back the same paperwork from XXXX! This blew our mind as this as virtually impossible. 

I provided both tracking numbers and we continued to be told that we failed to have any documents signed or notarized. At this point it felt like we were in the twilight zone. 

My call was then escalated to the leadership department and I spoke with an agent XXXX ID # XXXX  and were told they would open an escalation and would reset h what happened. 

The following day we followed up with XXXX and were told that XXXX XXXX was adamant we failed to send the proper work. 

Knowing that we did the right thing and complied on our end we began to research XXXX XXXX history and discovered several customers suffere the same experience. Finally some clarity and we did not feel as crazy and were somewhat relived to know that this was actually XXXX XXXX engaging in XXXX XXXX XXXX practices to push us out of our home as they would now be losing on the interest they would receive with the new lowered amount or that they had grossly mishandled our information. 

The following day XX/XX/XXXX I spoke with XXXX XXXX ID # XXXX and received the worst customer service e we had received at this point, who basically stated were in the wrong and would not even open her mind to fully grasp the full scope of the situation, causing me to escalate as I knew we would not make any progress with XXXX. This time I asked for a supervisor and not the leadership team. 

Eventually I was transferred to supervisor XXXX XXXX ID # XXXX. XXXX was different. She actually listened and took the time to look into our packet and brought management and as well as the leadership team in to assist with the issue. 

After almost 2 hours of research, XXXX discovered that we did in fact sign and have the paperwork notarized but concluded that the notary stamped the incorrect line ( which was hard to believe as this notary was a seasoned notary for several years and familiar with the process ) and apologized on behalf of XXXX XXXX for failure to communicate the proper information. XXXX then stated she would escalate the issue and have upper management resend the mortgage application so that we could restart the entire process from scratch and stop the foreclosure process as our case had been closed. We were reassured we would receive an email immediately and to send it back once filled out so that they could began their process. 

Story short, we did not receive the email as promised. 

We are desperately needing assistance as we have invested so much time and resources into our home and do not want lose it over this gross negligence on behalf of XXXX XXXX. There needs to be some level accountability for companies who engage in these deceptive practices.

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