Consumer complaint received 2026-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: LoanCare, LLC
State: FL

Complaint narrative:
I am an XXXX XXXX service member who was placed on federal XXXX XXXX military orders on XX/XX/year>. I requested Servicemembers Civil Relief Act ( SCRA ) protections on my mortgage from LoanCare at the end of XX/XX/year>. LoanCare has repeatedly denied my valid SCRA request. The timeline is as follows : XX/XX/year> : First denial of SCRA benefits. Multiple times after the denial, I sent copies of my military orders via both email and fax as requested by LoanCare. Mid-XXXX XXXX : After following up, a LoanCare representative informed me over the phone that my request was denied because I was only on orders for XXXX days and it was not longer than XXXX days. XX/XX/year> : LoanCare mailed me a letter stating they needed a copy of my military orders to review my SCRA status even though I had already sent the orders multiple times. After sending the orders again, LoanCare denied my request for a third time, again citing that my orders were for less than XXXX days. This denial is incorrect under the SCRA. My orders were federal XXXX XXXX XXXX XXXX ( XXXX XXXX ). Under the Servicemembers Civil Relief Act ( 50 U.S.C. 3911 and 3937 ) : Military service includes XXXX XXXX as defined in 10 U.S.C. 101 ( d ) ( 1 ), which expressly covers full-time training duty and annual training duty. There is no XXXX minimum requirement for XXXX XXXX orders. The XXXX requirement applies only to certain National Guard service under Title 32 502 ( f ) for national emergencies. My XXXX days of qualifying XXXX XXXX service entitles me to the XXXX interest rate cap ( 6 % ) on my pre-service mortgage during the period of XXXX XXXX plus XXXX year after release from XXXX XXXX. LoanCare 's repeated claim that my orders were " only XXXX days '' or " less than XXXX days '' and their mailed letter requesting orders I already sent multiple times suggests processing errors, poor record-keeping, or possible bad faith. The discrepancy between verbal denials and the mailed letter ( claiming they need orders ) supports my " Fraudulent Letter '' concern. LoanCare has failed to apply the correct XXXX rules despite receiving my orders multiple times. They continue to wrongly apply the XXXX XXXX XXXX XXXX XXXX rule to my federal XXXX XXXX orders. Their written communications also contradict what their representatives have told me verbally. Requested Resolution : I am requesting that the CFPB require LoanCare to : 1. Immediately apply the XXXX 6 % interest rate cap to my mortgage, effective from XX/XX/year> ( start of my XXXX XXXX ), through XXXX year after my release from XXXX XXXX. 2. Provide a written explanation and corrected account statement showing the adjustment. 3. Confirm compliance in writing. I have retained copies of all emails, faxes, the XX/XX/year> denial letter, call notes, and my military orders. Thank you for your assistance.

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