Consumer complaint received 2025-09-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LoanCare, LLC
State: FL

Complaint narrative:
LoanCare , LLC XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Re : Formal Request for Loss Mitigation Assistance Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. CASE NUMBER : XXXX Dear LoanCare Foreclosure Department, I am writing to address the delinquency on the mortgage for the property at the address listed above, loan number XXXX. 

Over the past XXXX years, my family and I have faced numerous hardships. I lost my job in the XXXX XXXX  XXXX years ago, and due to advancements in the industry, including AI-driven developments, I have struggled to secure stable employment. I have included a copy of my earnings record to show what has happened with my income. In XXXX of XXXX, I suffered a XXXX  and XXXX XXXX XXXX in an accident, which has left me with ongoing issues, including XXXX XXXX XXXX XXXXXXXX XXXX, multiple XXXX, and extensive XXXX XXXX. As a result, my medical bills have reached {$170000.00}, with more expenses expected. I have included a formal diagnosis from XXXX XXXX to validate my injury. 

Additionally, in XXXX of XXXX, our area was directly impacted by XXXX XXXX and XXXX. XXXX XXXX was closed for weeks, causing significant damage and losses. Our building sustained {$38.00} XXXX in damages, most of which remain unresolved. Subsequently, we received HOA assessments totaling {$25000.00} and {$11000.00}, with likely more to come. Please provide us with a complete list of all available loss mitigation options as mandated by XXXX XXXX 

This loan is a XXXX XXXX loan, and my husband, XXXX XXXX XXXX, XXXX, is a 100 % XXXX permanently XXXX veteran listed on the deed to the property. We attempted to contact your office to discuss our financial hardship, but were not given any options for foreclosure prevention. I applied for Mortgage Assistance multiple times with LoanCare, only to be informed that I was missing information in my application, which was untrue since no additional documentation was required. All they would offer is a XXXX forbearance, despite the situation being clearly long-term and permanent in nature, and we needed a significant modification to the loan. 

As the servicer of a XXXX XXXX  loan, you are obligated to assist borrowers facing default and offer options for loss mitigation. These may include forbearance, repayment plans, and loan modifications, which we understand can be addressed through XXXX XXXX XXXX  " loss mitigation waterfall. '' Could you please provide us with a complete list of all available loss mitigation options as mandated by XXXX XXXX 

Furthermore, we ask that you consider XXXX XXXX XXXX, XXXX 's veteran status in accordance with any applicable military-specific policies, such as XXXX XXXX  XXXX XXXX indulgence policy. We are ready to work with you to find a solution that would allow us to keep our home. 

I look forward to your prompt response. I have faced hardships over the past XXXX  years. I lost my job XXXX  years ago in the XXXX field. Given the current advancements in the industry, including AI-driven layouts, I have not been able to retain steady employment. Also, in XXXX of XXXX, I was injured in an accident that caused a XXXX  and XXXX XXXX XXXX. I am still suffering from that event, extreme XXXX XXXX XXXXXXXX XXXX, multiple XXXX, and XXXX XXXX, resulting in {$170000.00} in medical bills and more to come. Then, in XXXX of XXXX, we had a direct hit from XXXX XXXX and XXXX. XXXX XXXX was closed for weeks, resulting in significant damage and losses. Our building sustained {>= $1,000,000} in damages, most of which remain unrepaired. We were then hit with an XXXX  assessment of {$25000.00} and {$11000.00}, with more likely to come. I am attaching a recent letter from the XXXX of the XXXX  identifying additional damages that are not covered by insurance. 
This loan is a XXXX XXXX  loan, and my husband, XXXX XXXX XXXX, XXXX, is a 100 % XXXX XXXX  and XXXX  XXXX veteran who is on the deed to the property. We attempted to contact your office to discuss our financial hardship, but were not provided with any options for foreclosure avoidance. 
As the servicer of a XXXX XXXX loan, you have an obligation to work with borrowers who are facing default and to provide them with options for loss mitigation. These options may include forbearance, repayment plans, and loan modifications. We understand these options may be considered through XXXX XXXX XXXX " loss mitigation waterfall. '' Please provide us with a complete list of all available loss mitigation options as required by XXXX XXXX 
Furthermore, we are requesting that you consider the veteran status of XXXX XXXX XXXX, XXXX, in accordance with any applicable military-specific policies, such as XXXX XXXX XXXX XXXXXXXX indulgence policy. We are ready and willing to work with you to find a solution that allows us to retain our home. 
I am excited to hear back from you soon. 
Sincerely,

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