Consumer complaint received 2026-05-05 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: LoanCare, LLC
State: FL

Complaint narrative:
I am submitting this complaint regarding the servicing of my mortgage loan by LoanCare , LLC, including concerns about the accuracy of servicing records, responses to written requests, and representations regarding loan ownership and authority. On XX/XX/year>, I submitted a Qualified Written Request ( QWR ) to LoanCare requesting information regarding : - Ownership of the loan - Chain of title and transfers - Payment history and servicing records- Authority to service and enforce the loan LoanCare later responded through correspondence dated XX/XX/year> and XX/XX/year>. While LoanCare did respond, the information provided raises material inconsistencies and unresolved questions, summarized below : 1. Ownership Identified but Not Substantiated LoanCare identified XXXX XXXX XXXX XXXX XXXX as the current owner and/or holder of the Note. However, the documentation provided does not include : - Any endorsement chain or transfer documentation showing how ownership was obtained - Any supporting documentation establishing holder status 2. Admission of No Endorsement Record LoanCare explicitly stated that it has no record of any endorsement for the Promissory Note. The copy of the Note provided also does not reflect a completed endorsement identifying a subsequent holder. 3. Deficiencies in Promissory Note and Allonge Provided The documents provided include an Allonge that contains : - The phrase Pay to the order of with no transferee identified - No clear completed endorsement - A separate endorsement section appearing marked VOID These documents do not clearly demonstrate a transfer or negotiation of the Note. 4. Conflicting or Incomplete Ownership Structure LoanCare identified : - XXXX XXXX XXXX XXXX XXXX as owner/holder - XXXX XXXX XXXX XXXX XXXX XXXX ) as investor However, the relationship between these entities and their respective roles in ownership or enforcement of the loan is not clearly explained in the response. 5. Lack of Verification of Note Possession LoanCare stated that it does not possess the original Promissory Note and identified a third-party custodian ( XXXX XXXX ) . However, no documentation was provided confirming : - That the original Note is in the custodians possession - The entity on whose behalf the Note is held 6. Concerns Regarding Accuracy of Servicing Records Due to the above issues, I have concerns regarding : - The accuracy of LoanCares records - The basis for representations regarding ownership and authority - Whether collection activity is being conducted based on fully verified information LoanCare has engaged in collection activity and has threatened foreclosure. Because this is a XXXX loan, the accuracy of servicing and documentation is particularly important. The unresolved discrepancies have created uncertainty regarding : - The party entitled to enforce the loan - The reliability of the servicing records being used I am requesting that LoanCare : 1. Provide a clear explanation of the basis upon which XXXX XXXX XXXX XXXX XXXX is identified as the owner and/or holder of the Note ; 2. Clarify whether additional endorsements, allonges, or transfer documentation exist beyond what has already been provided ; 3. Provide confirmation from the identified document custodian regarding possession of the original Note and the entity for whom it is held ; 4. Clarify the relationship between XXXX XXXX XXXX XXXX XXXX and XXXX with respect to ownership, investment, and enforcement authority ; 5. Confirm that all servicing and collection activity is based on complete and verified records. Additional Information This complaint is submitted in good faith based on : - The documents provided by LoanCare - My review of those documents - A desire to ensure accurate and compliant servicing I am not disputing the existence of the loan obligation. Rather, I am requesting clarification and verification of the servicers records and authority, given the inconsistencies identified above.

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