Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: LoanCare, LLC
State: WA

Complaint narrative:
Hi, I am submitting a complaint regarding my mortgage servicer, LoanCare, due to repeated administrative errors, inconsistent communication, and being placed in a position where I am unable to proceed with loss mitigation or make payments. At no point was I given a * clear * and * consistent * opportunity to cure any alleged document defects prior to the deadline, despite submitting documents on time and actively following up. I was laid off in XX/XX/XXXX and began falling behind on my mortgage. In XX/XX/XXXX, I entered a forbearance plan after requesting financial assistance and continued making payments. In XX/XX/XXXX, I was approved for mortgage assistance contingent on completing a three-month trial payment plan beginning XX/XX/XXXX. I successfully completed all required trial payments on time. In XX/XX/XXXX, I was sent loan modification documents with a deadline of XX/XX/XXXX. I had the documents reviewed by legal counsel and notarized. The completed documents were received by LoanCare on XX/XX/XXXX. These documents were initially rejected due to incorrect dates. However, a LoanCare supervisor ( XXXX ) later reviewed the same documents and confirmed that the dates were in fact correct. Despite this, the documents were not accepted. I resubmitted the documents, which were completed and notarized on XX/XX/XXXX and received again on XX/XX/XXXX. On XX/XX/XXXX, I confirmed receipt with a LoanCare representative and was told to follow up on XX/XX/XXXX. When I called back, I was told the system had not yet been updated. On XX/XX/XXXX, I was informed that the documents were rejected and that I would need to reapply. I escalated the issue to LoanCare leadership. XXXX again confirmed the documents were correct and escalated the issue to underwriting, stating she would follow up. After receiving no response, I called again on XX/XX/XXXX and was told the documents were now denied for a different reason ( illegibility/notary placement ), with no acknowledgment of the prior confirmation that the documents were valid. Multiple escalations to underwriting were made on XX/XX/XXXX and XX/XX/XXXX, all of which were denied without clear or consistent reasoning. On XX/XX/XXXX, I attempted to reapply for mortgage assistance but was told I could not do so because my file was still pending closure. On XX/XX/XXXX, I attempted to make a payment but was told that LoanCare could not accept payments because my account is over 120 days delinquent and that I am no longer in loss mitigation. However, I have been unable to reapply due to the file not being closed, and I have not been given clear guidance on how to resolve this. I am attaching call logs ( Exhibit D ) show repeated and lengthy communications with Loancare between XX/XX/XXXX and XX/XX/XXXX totaling several hours, during which I actively attempted to resolve the issue and comply with all requirements. As a result of LoanCares actions : I fulfilled all trial payment requirements My loan modification was denied due to inconsistent and conflicting administrative reasons I am currently unable to reapply for assistance due to a pending closure status I am unable to make payments I have received conflicting and inaccurate information from multiple representatives This situation has left me in a state where I can not move forward, despite full compliance with all requirements on my end. I am requesting : Immediate closure of my current loss mitigation file The ability to reapply for mortgage assistance without penalty due to administrative errors A full review of my modification documents and prior escalations Written clarification of my account status, including confirmation that I am not in active foreclosure Thank you.

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