Consumer complaint received 2025-11-03 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: LoanCare, LLC
State: NC

Complaint narrative:
Dear XXXX XXXX XXXX, I am writing to formally request the immediate release of the equity from the sale of my home at XXXX XXXX  XXXX XXXX, XXXX XXXX, NC XXXX. I have been a responsible homeowner for over 10 years, maintaining consistent payments prior to unforeseen financial hardship. 



In XX/XX/XXXX, I lost employment and sought assistance through your mortgage assistance program. During my inquiry, I was advised that I did not initially qualify and that I would need to become 60 days delinquent to reapply. Once approved, it took an additional 45 months before assistance was provided, during which I fell behind on payments. 



I was never adequately informed that failure to make a payment within 30 days would result in disqualification from the program. When I proactively reached out to confirm my payment status, I was told I owed the full back payments and fees, a sum far beyond my financial means. There was insufficient follow-up from LoanCare to ensure I understood this critical requirement. This lack of clear communication constitutes mismanagement of the assistance program and placed me at an unfair financial disadvantage. 



During this period, I decided to sell my home. In XX/XX/XXXX, I requested an official payoff from LoanCare and explicitly asked whether my HELOC ( Home Equity Line of Credit ) was included in the {$430000.00} total. I was assured that it was. Relying on this representation, I proceeded with the sale, which sold within XXXX day due to its high market value. At no point was I informed that the HELOC could prevent the sale or that I faced potential foreclosure. I acted in good faith, relying on the accuracy of the payoff information provided by LoanCare. 
Given these facts, it appears that LoanCare may have failed to provide accurate information, timely communication, and reasonable oversight. This has caused substantial financial and emotional hardship.

I respectfully request that LoanCare : Immediately lift any foreclosure or claims on the property ; Provide full release of the proceeds from the home sale ; and Acknowledge that I acted in good faith based on the information provided by LoanCare.

Failure to address this matter promptly may leave me no choice but to explore all available legal remedies to protect my rights to the equity from my home sale.

I urge LoanCare to consider the totality of this situation and provide a fair resolution, allowing me to move forward financially. 



Thank you for your prompt attention to this matter. 



Sincerely, XXXX XXXX Sent from my XXXX CONFIDENTIALITY NOTICE This e-mail is intended only for the addressee named above. It contains information that is privileged, confidential or otherwise protected from use and disclosure. If you are not the intended recipient, you are hereby notified that any review, disclosure, copying, or dissemination of this transmission, or taking of any action in reliance on its contents, or other use is strictly prohibited. If you have received this transmission in error, please reply to the sender listed above immediately and permanently delete this message from your inbox. 


XXXX XXXX XXXX Tue, XX/XX/XXXX, XXXX to XXXX  Here is a copy of my dispute letter, please review

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