Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — FHA 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: MI

Complaint narrative:
Inconsistent information, lack of help and transparency, blatantly falsified information on correspondence sent directly to us that contradicts what I am told when I call, as well as having no direct point of contact and representatives being uncertain and confused by what I am asking about or why I am calling. The following are notes I have taken from calls, starting Wednesday, XX/XX/XXXX, in relation to our ongoing struggle to keep our account current and to keep our house : Wednesday, XX/XX/XXXX : My XXXX mail deliverer notified me of an important looking paper in the section of woodchips next top our home. Upon retrieving this paper, it appears to be a scan of a Notice of Foreclosure By Advertisement that was likely left on our door. Both me and my wife work from home and are not certain why this was not handed to us ; no attempt was made to get our attention or verify this important notice would be seen by our eyes ; the paper was in very rough shape when i retrieved it and its a miracle it stayed as close as it did because we had some severe storms that week ; if they taped it to our door, it doesnt appear to have been very well. I then contacted Loancare and they stated we are in active foreclosure with a sheriff 's sale scheduled for XX/XX/XXXX. At this time, I asked what we might be able to do to avoid foreclosure and keep our home ; they advised me to fill out a mortgage assistance application. This time, when asked what would be required, they would be able to send us a physical packet with documents to fill out. They advise this may take too long and the house might be sold by the time it arrives. After asking again if there is anything I can do that might be quicker, they advise me to submit documents through their email ( XXXX ). When asked what I would need to submit, they said they would be able to email me the mortgage assistance application to fill out. The mortgage assistance application was received by my inbox on XX/XX/XXXX. Friday, XX/XX/XXXX : I called in to verify what was needed to submit my mortgage assistance application through email, as there were additional documents requested as stated on the Assistance Application provided by them. They also advised me that I would be required to provide my last 2 tax returns, signed and dated, along with any additional documents sent to the email on file. When asked when we might know if the packet is complete ( due to our experiences with them previously regarding incomplete applications ), the representative said it usually takes 2-3 business days for documents to be attached and for an application to be deemed complete and sent to underwriting. Tuesday, XX/XX/XXXX : Called to check on application status. The representative stated they had yet to receive anything and that it could take on average 30 days for an assistance application to be received and reviewed on their end. When I asked when we might know that the application is complete, the representative repeated 30 days. When asked if I had been lied to the other day regarding 2-3 business days, they claimed that I was not and that I was being unreasonable, stating You submitted on Friday, the weekend doesnt count. Its currently Tuesday ; they havent been received at this time. When I grew panicked and a bit angry at this revelation and statement, the representative again stated that I was just being unreasonable and that I should give them time to work and to call back on Friday. They stated so long as we receive the completed packet 15 days before the sheriff 's sale, we will be able to help. When asked about the timeline and how quickly documents are reviewed and checked : Today being the XXXX, if I know something by the XXXX, if more documents are required and I submit them, then they dont get reviewed until the XXXX, were already too late and were out of time. The representative then advised me I was " overreacting '' and to trust them to help. When I brought up the last time this same scenario had played out with our mortgage and the fact that they dont accept partial ( or a complete monthly payment once you are 2 months behind ) payments was ultimately a nail in the coffin for us as we have been trying to not fall so far behind, the representative all but accused me of catastrophizing and seemed to be under the impression that I could have made a single months payment when we were 2 or 3 months behind. I asked them again when we might know if our application is complete, they said to be patient. When asked if I was lied to the other day when I was told XXXX days, they said that I had not and that the representative on XX/XX/XXXX had given averages. The conversation went in circles a few more minutes before I had to disconnect so I could get back to work after lunch. Wednesday, XX/XX/XXXX Called in to check on the application. Spoke with representative XXXX. For the first time through all of these calls, I was advised we have been in active foreclosure since XX/XX/XXXX of XXXX. This is the first time this date was given to me. This was also the first time I was given the information for the Foreclosure Attorney ( XXXX XXXX XXXX ; XXXX ) I was advised that we are missing income information from my wife as well as our last 2 years of tax returns. When advised that the tax returns were sent with the rest of the assistance application, representative states they were not received and after confirming that they were sent with the same information in the subject as the rest of the information that was received and attached, all they could say was that they dont know why they arent there and advised me to send them again. After discussing what would be required to submit if my wife has no reliable source of income at this time, representative XXXX then asked if I might have some time to go over some other options to avoid or at least postpone foreclosure. When I said I only have another 20 minutes for lunch, she advised me the information should only take about 10 minutes to get through. I became a bit distraught as we are weeks away from a sheriff sale and now youre offering to do a review of options to postpone the mortgage sale that will only take 10 minutes? Yes, I would like to do that! When asked why this was the first time this was offered to me, XXXX responded that they didnt know. When asked if there were any notes showing I called in on XXXX & XXXX, they did not know and had to check, during which they found notes pertaining to my call on Friday, XX/XX/XXXX, but nothing else discussed to me. At this time, she started to review the information for the alternative options and suddenly stated that there were notes stating that we are already in consideration for these options and that this meant they could transfer me to their loss mitigation to speak with them directly and to have questions answered. Spoke with XXXX with loss mitigation, who mostly repeated the same information I already knew ( we need a completed application before we can proceed, you are in active foreclosure, etc ) When I advised XXXX that I was told I could have questions answered with loss mitigation, she simply stated that they needed the documents mentioned before they could do anything and asked me why I was transferred to them. Advised that I didnt know, that I needed to get back to work, and to have a nice day. Friday, XX/XX/XXXX Checked for financial/mortgage assistance application status online ; Under overview, MAA plan in progress detail disappeared. Called Loancare to inquire about MAA and status. Spoke with XXXX. Checking in on documents. Received but not reviewed. Loancare states we need to give them time to review. Also state that once the packet is marked as complete, they will put the foreclosure on hold ( apx XXXX into recorded call ; loancare XXXX XXXX XXXX. ) Also inquired why the online portal does not show an active Mortgage Assistance Plan anymore. Loancare states they are uncertain why it is not showing up, but there is an open assistance plan. After speaking with Loancare, I received an update that a Hard Inquiry was added to my credit report. Verified it is XXXX XXXX, which is the same details and inquirer as the last time we went through this in XXXX & XXXX Called loancare back, unable to connect as they are now closed ( within 5 minutes of the last call ) .Their website advertises as open until XXXX EST. Call was made at APX XXXX XXXX from Michigan. Found another number, called that one. Same message as before. This call took place at APX XXXX XXXX from Michigan. XX/XX/XXXX. Reached out to Loancare as their website and contact information shows Monday-Friday ; XXXX - XXXX & Saturday, XXXX - XXXX XXXX ET Still received a Closed recording. Attempted to call on the second number, same message received. Spoke with XX/XX/XXXX Reached out to Loancare; spoke with representative XXXX. Verified in active foreclosure with sale date of XX/XX/XXXX Asked what the status of my Assistance Application is. LC then asked if we are looking to keep the property; YES. States it has been sent to underwriting as of today; verified this more than likely means the MAA is completed. LC also says they have a task shown to place foreclosure. LC states suspension should be updated by the end of the week. I expressed concerns that the last time we were here, we had gotten to this exact situation before ( in XXXX ) and when underwriting came back they had said Its too late, the sheriff 's sale will continue as scheduled and how I can have reassurance that will not happen again. LC repeated that foreclosure suspension should be updated by the end of the week. Then confirmed that a task could take 5 business days to complete. LC states the foreclosure will be suspended before the sale date on the XXXX and that I can not verbally request something in writing stating this. Best you can do is call back and check for updates. When asked about how I might lessen the stress of losing my home at the end of the month, LC placed me on a hold. LC Verified they do not send out suspension of foreclosure letters. LC also reassured me that things should be set to be suspended, there is a letter in the mail stating that the MAA is complete and assigned to underwriting. Also advised me to call back closer to the end of the week to check status. Why was there a hard credit pull on our credit scores on Friday? LC states Mortgage Assistance pulls credit, regardless of packet completion. This is done to check for options. XX/XX/XXXX Called Loancare. Spoke with Gladyss Verified information When asked if we had a status on the sheriffs sale, they stated : We just received the application from what I see. No updates. When asked if the sheriff sale is still happening on the XXXX, they checked again. Theyve stated they do not have a sale date on this side XXXX then mentioned a short sale; advised we did not want a short sale ; i am inquiring about a Sheriff sale When asked for particulars and the fact that I have called several times with no straight answers as to whether our house will be sold on XX/XX/XXXX, they state they are unsure where the previous representative got Sheriffs sale date from and would place me on a brief hold to find information. After hold, was asked by XXXX if we had a XXXX XXXX, requiring dues ; Advised them we do not. Another Hold XXXX then advised me that the sheriff sale Has been postponed. and advised me to call in to receive updates. XX/XX/XXXX Reached out to Loancare to check status of our account. Loancare is closed during my lunch hour to participate in a Companywide event. Will reopen @ XXXX Eastern time. Will call back after work. Second Attempt ; after work @ XXXX Reached out to loancare ; spoke with XXXX XXXX Verified usual details Verified foreclosure has been suspended. Also verified that foreclosure will remain suspended until review is complete. Representative is very professional and informative ; definitely the most competent agent I have ever dealt with from Loancare. XX/XX/XXXX @ XXXX XXXX Reached out to loancare regarding the notice we received regarding our completed MAA package, date XX/XX/XXXX ( which was not received until XX/XX/XXXX ) stating that if MAA packet was not received more than 38 days prior to a foreclosure sale, they may not be able to help us. Spoke with XXXX Verified reason for call XXXX states the account never reached the point of having a foreclosure sale, of which I advised I STRONGLY disagree with and the last 5-6 times I have called I was advised there was a sheriff 's sale scheduled for the XXXX of XXXX. She states the file does not show having a sale date ever scheduled, but that the notes on the account do confirm I was advised of a sale date on XX/XX/XXXX. XXXX then put me on hold to get clarity from her leadership why she is not showing that in our mortgage file. XXXX then came back and advised that they had confirmed that the foreclosure & sheriff sale have been suspended and the account is pending review from underwriting XX/XX/XXXX Automated message advised we are Currently on an approved payment plan and asked me if I would like to make a payment. Proceeded as I would not and needed additional assistance. Spoke with XXXX; verified that we are approved for a payment plan with a trial. Documents/letters are being sent via mail for us to review and either accept or decline the plan that has been approved at this time. Vocalized some concerns about mail arriving at our house, as we were never informed of foreclosure in the first place. Advised that I have attempted to change my contact information to no avail. Loancare states that they show no email address tied to my account and that I would need to go online or speak with another department to change/update it XX/XX/XXXX Called number on letter sent to us, informing of mortgage resolution advocate XXXX XXXX XXXX Phone number provided XXXX ) to check for updates and discuss Trial Period. Phone connected with generic Thank you for calling loancare ; a customer service representative will be with you shortly and when system prompted me to verify the last 4 digits of my SSN, it would not recognize my entries. System finally defaulted to a phone tree where, again, it would not recognize entries. Reached out to generic number that I have been calling previously, Spoke with XXXX regarding letter that was sent and to discuss trial period. XXXX states that I do not need to contact them regarding trial period payments and that it is something that just happens without needing any further input from us ( the borrowers ) When asked why the letter sent to me explicitly states To accept this offer You must contact us at XXXX if this was untrue, representative XXXX stated they were unable to answer this question. When asked if I would be able to speak with my mortgage resolution advocate, they advised me that I Am unable to speak with them directly and that the loss mitigation team would be able to assist. At this point, I admittedly lost my temper as all I wanted is a straight answer that their representatives have never been able to give me consistently. We went around in circles for a few minutes before finally being able to update my contact email address on file and when asked if there were any other options we could explore, representative XXXX stated This is your only option. before disconnecting call.

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