Consumer complaint received 2025-08-05 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: FL

Complaint narrative:
ndI am in XXXX XXXX XXXX. At the recommendation of their Loancare employee I submitted a loss mitigation application starting in XX/XX/XXXX. I was trying to sell the house initially. Multiple offers were submitted to them but they would not respond/approve any offer. The Realtor quit out of frustration. Then I switched to trying to do a deed in lieu. I have submitted this application at least three times in the past several months. I have never gotten a final decision. They always need one more document. 

I called in XXXX XXXX and was told they need proof of a payment plan on Utilities. I had already explained in past calls that I'm in XXXX and I can not make side payment arrangements with creditors. I explained that the utilities are included in the bankruptcy to which I make payments to monthly. The agent told me to submit a letter of explanation, the utility bills, proof that I had made payments to court and my XXXX paperwork. I did that on XX/XX/XXXX. I never heard back until I received a letter on XX/XX/XXXX saying they didn't receive it and the deadline to submit it was XX/XX/XXXX. 

I called in today to address the letter. I was rudely transferred to another department the first time by an agent named XXXX that did not know what she was doing. I called back and the next agent said that only one of the documents I submitted was received and there was nothing she could do other than have me submit them again. I asked for a supervisor and she hung up on me. XXXX is the one that hung up on me. I then called back in, started the process again, and finally got to a supervisor XXXX. There's nothing he can do either. 

Apparently, no one in this company is allowed to reach out directly to other departments I don't think this company has an effective issues management process. They clearly do not take complaints, analyze them, then work to systemically fix the issue. 

They repeatedly mail letters that require action on my part just a few days before the deadline. The letters arrive sometimes a week or more after the deadline. I have complained about this on multiple calls. Within the call they have blamed the XXXX or me for not receiving my mail timely. But they don't pay for the type of postage that would get a letter across the country in XXXX or XXXX  days. This should have been logged as a complaint and their processes should have been changed. Instead they give the borrower attitude. 

They have insufficient QA of their email inbox because documents don't get uploaded. Their QA is for Loss Mitigation to have borrowers call in every few days and see if the documents got uploaded. The resolution is always to just submit them again. This doesn't solve the problem at all and is a huge waste of time for all sides. 

I have called dozens of times. I have been told that they would call me back. I waited by the phone one Saturday in XXXX and no one ever called. 

They are causing consumer harm by not processing my application for Loss Mitigation correctly, efficiently and as required by HUD. I am likely going to be foreclosed on even though I have done everything they have asked for the past year. They are unresponsive, unhelpful, and unorganized. These problems could very easily be fixed by someone with an average amount of competence. 

Additionally, I have expenses on maintain the house while they drag their feet on this. The property is becoming blighted in a nice neighborhood. It has been broken into and the police have been asking me to fix the place up or I'm going to get fined. Again, the house could have been sold last summer if Loan Care would have worked with my realtor. 

Where is the executive management and compliance officers? Why don't they have reports of Loss Mitigation applications opened for more than x period of time, or customers that have called in more than x number of times. There are plenty of red flags here that someone in an organization this big should be able to fix. 

I'm a XXXX if they need help.

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