Consumer complaint received 2026-01-06 00:00:00
Product: Mortgage — Conventional home 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: SC

Complaint narrative:
Overview/ Purpose of This Master Complaint This complaint is submitted to consolidate and escalate multiple prior CFPB complaints into a single record demonstrating a sustained pattern of improper, evasive, and non-compliant conduct by my mortgage servicer and its foreclosure attorney. 

The conduct described below is not isolated. It reflects repeated failures to comply with federal servicing law after notice, continued escalation of harm, and a disregard for the financial and procedural damage caused to borrowers. 

Chronological Pattern of Misconduct 1. Improper handling of payments and lack of transparency prior to foreclosure Before foreclosure activity began : I made several weekly payments I made an on-time monthly payment the month prior I attempted repeatedly to clarify the status of my account Despite this, foreclosure proceeded without the servicer providing : an accurate payment history, an explanation of how payments were applied, documentation of acceleration, breach notices, or lawful loss-mitigation communications. 

These failures prompted my written requests for information. 

XXXX. Qualified Written Request ( QWR ) submitted on XX/XX/XXXX On XX/XX/XXXX, I submitted a Qualified Written Request ( QWR ) seeking : clarification of my account status, an accurate and itemized reinstatement amount, a full payment history, and explanation of servicing actions taken. 

Federal law requires : acknowledgment within XXXX business days, and a substantive response within XXXX business days. 

I received neither. 

Instead, I was repeatedly told : Nothing is in your file The person who handles it isnt at work Staffing or internal disorganization does not excuse non-compliance under RESPA. 

XXXX. Misconduct by foreclosure attorney XX/XX/XXXX call On XX/XX/XXXX, I spoke with the foreclosure attorney representing the servicer. 

During that call : The attorney stated, Nothing is in my file for you. 

Immediately afterward, he asked, Are you ready to reinstate? 

This question was asked : without providing any reinstatement amount, without acknowledging the pending QWR, immediately after admitting the file was empty. 

This was not a genuine attempt to help resolve the matter. In context, it appeared to be a bad-faith attempt to elicit a statement that could later be used to claim I was unwilling or unable to reinstate. 

When I declined to answer in a way that could harm my position, the attorney became evasive and unresponsive, offering only vague replies ( yeah, okay ) and providing no clarification. 

This conduct was misleading, manipulative, and inconsistent with federal servicing standards. 

XXXX. Failure to respond to QWR while escalating the balance At the time the QWR was submitted on XX/XX/XXXX, I was ready and able to reinstate. 

Rather than respond : the servicer failed to provide the required information, and increased the reinstatement amount by approximately {$3000.00} during the period of non-response. 

The added charges appear to be the direct result of the servicers delay, not borrower inaction. 

XXXX. Exclusion of a known co-borrower from all material communications Throughout the entire life of the loan, including default and foreclosure activity : the co-borrower received no servicing, default, or reinstatement information despite the servicer having her contact information and recognizing her status The co-borrower received reinstatement information only on XX/XX/XXXX, and only after it was explicitly requested. 

Late compliance does not cure the harm caused during the period of exclusion. 

XXXX. Interference with QWR process and refusal to document disputes During a later call made solely to confirm co-borrower information, I again informed the servicer that : a QWR was pending, it was submitted on XX/XX/XXXX, and I did not want any process restarted. 

During that call : I was given two contradictory answers about whether the XXXX existed on my account a representative attempted to restart a process I did not request a supervisor explicitly stated no internal notes would be made regarding the incident This left me unable to verify : whether the QWR was logged, whether disputes were tracked, or whether future representatives would have any record of the issue. 

Why This Is a Systemic Compliance Failure Taken together, these events show : failure to recognize and honor QWRs, inconsistent and unreliable account records, misleading and evasive communications, obstruction of reinstatement rights, exclusion of a co-borrower, refusal to document disputes, continued escalation of charges despite notice. 

This reflects deficient policies, inadequate training, and lack of reasonable diligence and good faith, not customer service errors. 

Laws and Regulations Implicated RESPA 12 U.S.C. 2605 ( e ) 12 C.F.R. 1024.35 ( b ) ( 6 ) inaccurate reinstatement amounts 12 C.F.R. 1024.36 ( a ) failure to provide information to borrowers 12 C.F.R. 1024.38 ( a ) & ( b ) failure to maintain compliant servicing policies UDAAP 12 U.S.C. 5531 & 5536 deceptive and manipulative practices Harm Caused Loss of opportunity to reinstate when ready and able Escalation of balance due to servicer delay Exclusion of a co-borrower from protecting the loan Forced removal from my home under disputed circumstances Ongoing inability to rely on account information This complaint documents a sustained pattern of mortgage servicing and foreclosure misconduct that continued after repeated notice and resulted in escalating financial and procedural harm. The servicers failure to correct its conduct raises serious concerns regarding compliance oversight and consumer protection.

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