Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: LoanCare, LLC
State: WV

Complaint narrative:
I am submitting this complaint regarding the handling of my mortgage trial modification. This payment was the final payment of my trial modification plan. Prior to the deadline, I attempted to make the required payment through XXXX. The payment was not processed. After noticing the issue, I contacted LoanCare on or about XX/XX/year>, to determine the status of the payment and ensure that my trial modification remained in good standing. My husband underwent XXXX XXXX in XX/XX/year> and was unable to work for multiple weeks during his recovery. Due to the temporary loss of income, we utilized XXXX to help manage our financial obligations while continuing to make our mortgage payments and complete the trial modification successfully. During my XX/XX/year> call, I was informed that the payment was not showing as returned and was advised to wait rather than immediately submitting another payment. Based on the information provided during that conversation, I understood that making the payment by XX/XX/year>, would be acceptable. I was not advised that the payment had to be submitted or postmarked by XX/XX/year>. I relied on the guidance provided by LoanCare and did not receive any indication that my trial plan would be canceled. In addition, XX/XX/XXXX and XX/XX/XXXX fell on a weekend, further contributing to my understanding that payment on XX/XX/XXXX would be acceptable based on the information I had been given. I also later learned that my phone number had been incorrectly categorized in LoanCare 's system, which prevented me from receiving calls regarding my account. I did not receive effective notice that my trial payment was considered delinquent or that my trial modification was at risk of cancellation. On XX/XX/year>, I called LoanCare intending to make both the final trial payment and my XXXX mortgage payment. During that call, I was informed for the first time that my trial modification had been canceled and that I now owed approximately {$8900.00} to bring the loan current. I was further informed that the trial modification had been canceled less than 12 hours before my call. This was the first time I became aware that my understanding of the deadline differed from LoanCare 's position. I made a good-faith effort to comply with the trial plan by attempting payment, contacting LoanCare before the deadline when a payment issue arose, and following the instructions I was given. At no time was I attempting to avoid payment. I was actively trying to complete the final trial payment and remain in compliance with the modification program. I remain willing and able to make the required payment immediately. I am requesting that LoanCare review the XX/XX/year> call recording, review the failed XXXX transaction, review the communication issues related to my account, and reconsider the cancellation of my trial modification. I also request a full explanation of the decision, confirmation of what notices were sent regarding the failed payment and cancellation, and a review of whether reinstatement is appropriate given my good-faith efforts to comply with the trial plan.

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