Consumer complaint received 2026-02-18 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: LoanCare, LLC
State: MD

Complaint narrative:
In XXXX of XXXX, I contacted my mortgage company ; LoanCare, XXXX, XXXX  ask if there were any options/programs available XXXX  help me as I was doing some financial clean-up/planning. The reason for this was, I was dealing with some debts XXXX  it was giving me little room for error XXXX  pay bills on time, but I still paid on time. Before I was ever late on payments, again, I asked if I could get a deferral or forbearance XXXX  have some payments moved XXXX  the end of the loan, just so I could clear some debt. They contacted me XXXX  tell me I dont worry, XXXX  that I was good until XX/XX/XXXX, at which point I would resume my monthly payments as before. Well, I thanked them for working with me XXXX  I was grateful, because I truly needed help. I confirmed what they said by accessing my account XXXX  it was showing in green font " {$0.00} '' due for each month until XXXX where it showed my normal monthly payment. Well, sometime later I called them because I noticed that I had received a letter for that next month stating I had not paid my mortgage. I was told your normal payments start up again in XXXX. Again I was told the pause in monthly payments was only for several months XXXX  back to regular monthly payments in XXXX. The website reflected as much. By the end of XXXX I called them because I was getting inconsistent information and had received more mail with an even higher amount being asked for. So between late XXXX XXXX  XXXX I was speaking with their legal/debt collection number. They said I owed the total that had not been collected ( for the months showing {$0.00} in green font ) not collected by XX/XX/XXXX, or I would need to file for mortgage assistance. At that point in XXXX, I obviously had to file for assistance since I was now in a much worse situation than when I called for help initially, before ever being late on mortgage. It went from showing net due date was XXXX to showing " due XX/XX/XXXX '' screenshot attached to how it shows now. I was absolutely misled. I have no doubt that this must happen to other veterans as well. So, then I was given loan modification as my only option. Again, I am forced to pay all of the owed monies or enter into the loan modification with truly unfavorable terms. That is to say, an increase of {$300.00} more a month, a higher apr, XXXX  a XXXX  year contract! I need help. 

Additionally, the calls from them have been from a different number : XXXX. When I spoke with that team, XXXX sad XXXX  say, they were short, not interested in speaking with me or listening XXXX  me after they asked me about the reasons for my issue.I understand I cant prove my experiences from the interactions with the people specifically at that number that I included above, but I couldnt explain my situation, nor did I receive options. It was all about getting my mortgage XXXX  an underwriter for review. Very cloak XXXX  dagger, then came the only option, as referenced above : XXXX  year mortgage, higher apr, and hundreds of dollars more added to my monthly. 

This all started because I was hoping for a little breathing room in my finances. This is what I got for asking for help. Now my credit is in an extreme position and LoanCare 's idea of assistance is to add XXXX  months/XXXX  years XXXX  an additional {$660000.00} XXXX  the total payments, if I were XXXX continue payments until the end. 

I asked about the process and the people who you deal with fill out some information and email it to the underwriters. There is apparently no other communication with between the underwriter XXXX  the front-facing LoanCare XXXX  that you interact with. I was told that I am not allowed XXXX  speak with someone from XXXX XXXX XXXX  that " The XXXX review the account XXXX  run the calculations XXXX  make that determination based on the XXXX  GUIDELINES. '' Please help me. They were dishonest XXXX  not forthcoming along the way.

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