Consumer complaint received 2026-04-24 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: CA

Complaint narrative:
XX/XX/XXXX - contact Loancare customer service to request mortgage assistance. - placed on forbearance with view to modify loan XX/XX/XXXX- started XXXX month payment plan of {$4200.00} per month. This amount is exactly the same as the previous monthly payment so no modification. XXXX, XXXX XXXX payments made at {$4200.00}. New Modification loan agreement sent for notarization and signature to start payments XX/XX/XXXX. XX/XX/XXXX - Contacted LOANCare advised them I had been hacked, that my mortgage documents and account had been compromised and I was locked out of my account and could no longer use the online account. They would not put me through to second line support or fraud department nor anyone in loss mitigation. I lost access of all my computer and phone devices, my bank account was hacked and had to be closed. I reported identity theft to the police and flagged my credit report to freeze it in XX/XX/XXXX. Was unable to get the signed modification back to Loancare. XX/XX/XXXX Received letter regarding delinquency of the account and that I needed to pay {$13000.00} immediately to avoid foreclosure. XX/XX/XXXX - XXXX {$4200.00} XX/XX/XXXX - XXXX {$9500.00} to bring account current. Locked out of online account and unable to speak to anyone in loss mitigation. Called every two weeks and required to repeat whole story and then immediate demand for {$13000.00}. Was also dealing with hXXXX XXXX XXXX XXXX XXXX XXXX. was unable to make secure calls between XX/XX/XXXX and XX/XX/XXXX due to hacked phone which was diverting calls. Refused to put me through to loss mitigation or speak to anyone in fraud. Spoke to Customer Service in the call in XXXX and mentioned to them that Loancare data on customers had been leaked and my account was hacked after that. They laughed at me and said that was two years ago. Have been unable to speak to anyone in Loss Mitigation. My account is showing a payment of {$3600.00} made in XXXX only and it is also showing that {$9500.00} is on hold and has not been applied. My loan account is still delinquent, none of the payments I have made that have been withdrawn from my bank account have been applied to the loan. XX/XX/XXXX - Called due to receiving a message. The CS rep said my account is due {$13000.00} and am I calling to make a payment. Asked to speak to loss mitigation regarding my " payment plan '' or " financial plan '' since that is what my online account indicates and there is no monthly amount listed. He again said what was I willing to pay today. I explained again that I was on what appeared to be a forbearance plan and that XXXX was on hold and I also just paid {$3600.00} and none of these funds have been applied so my account is still showing delinquent. I have requested my loan documents, I have requested my current monthly payment. I am in the process of changing my home insurance to a cheaper one that covers more from {$2300.00} to {$1500.00}. The insurance company stopped the insurance saying my mortgage company did not pay. My mortgage company is still charging me this full insurance in my escrow. The insurance is due for renewal in XX/XX/XXXX however they already took {$3500.00} from my escrow account to pay for insurance that I don't have. I am changing home insurance today. I also get home owners exemption for property tax which reduces my monthly escrow by {$900.00}. The loan company have in fact increased my escrow by {$100.00}. The escrow account is now - {$3900.00} because they paid early for an insurance policy that is not active. I can not get past the XXXX customer service representative and they do not acknowledge any type of plan or program you might be in and are extremely rude and are demanding the full outstanding amount even though they already have it. On the call on Friday XXXX - I insisted to speak to loss mitigation and after repeatedly demanding $ XXXX he eventually put me on hold. The call did not connect at all. I am unable to talk to anyone at Loancare about my plan, my mortgage, my escrow. They do not put me through. I do not know what my monthly payment is. I can not review my loan docs I have XXXX concurrent loans with Loancare that need to be explained. I am stuck with an incorrect and extremely high monthly payment an unable to contact anyone within loancare to correct and discuss the errors. The modifications that were based on FHA requirements were meant to decrease interest rates and overall decrease monthly payment. My payments have gone from {$3400.00} per month when I got the loan for XXXX years. I am now paying {$4300.00} per month at XXXX XXXX interest rate for XXXX years. The escrow is {$1000.00} over and my home insurance is also $ XXXX in access. I have had no luck or success in connecting with anyone who can answer my questions or fix the issues. My online account is showing no information. The last official letter from Loancare was on XX/XX/XXXX. This letter said that I did not qualify for hardship assistance. There is nothing stating my current loan balance or monthly payment and they have not sent nor responded to my requests for my loan documentation. Customer service refuse to put me through to loss mitigation or anyone who can discuss my loan. Can only speak to transactional loan agents who are trying to process payments only.

Company response to consumer: Closed with explanation