Consumer complaint received 2026-03-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Paying off the loan
Company: LoanCare, LLC
State: NY

Complaint narrative:
I sold my property on XX/XX/year>, and the sale proceeds are currently being held in escrow because a final mortgage payoff amount has not been provided. My mortgage servicer is LoanCare Servicing, and the lenders attorney handling the payoff is XXXX & XXXX. I have been attempting to obtain a final payoff statement for over two weeks, calling both LoanCare and the lenders attorneys multiple times per day. Despite repeated assurances that the payoff would be generated and sent immediately, I still have not received a valid payoff statement following the XX/XX/XXXX closing. Because of this delay, the escrow funds from my home sale can not be disbursed. LoanCare marked the issue urgent on XX/XX/year>, due to the property being sold and funds being held in escrow pending the payoff quote. Over the last two weeks, I have escalated the issue to supervisors at LoanCare and repeatedly contacted the lenders attorney. However, I continue to receive conflicting information, and no final payoff has been issued. I previously received a payoff amount dated XX/XX/year>, but that quote became invalid when the transaction officially closed on XX/XX/year>, requiring a new payoff statement. Timeline of Communications XX/XX/year> XXXX XXXX I called XXXX & XXXX and remained on the phone for approximately 10 minutes. I was told they were waiting on the bank ( LoanCare ) to send final payoff numbers. XX/XX/year> I called the attorney again and was told they had requested a new payoff amount and marked the request as urgent. They stated the request was entered again on XX/XX/year> in their notes. XX/XX/year> XXXX XXXX I called the attorney again for an update. No payoff numbers were available and no update was provided. XX/XX/year> XXXX XXXX I called the attorney again. The call lasted approximately 3 minutes. They stated they were still waiting on LoanCare. XX/XX/year> I contacted LoanCare and spoke with a supervisor who apologized and stated they could see payoff numbers in the system generated on XX/XX/year>, but they had not been sent to the attorney. The supervisor said they would resend them. I remained on the phone with LoanCare for 19 minutes, and again later for 17 minutes at XXXX XXXX, attempting to understand why the figures had still not been sent. LoanCare then stated they no longer saw the payoff figures that were previously generated on XX/XX/XXXX and would need to create new ones. XX/XX/year> XXXX XXXX I called XXXX & XXXX again. The attorney had left for the day. I spoke with XXXX, who stated they had not received the payoff figures and also noted that attorneys in their office leave by XXXX XXXX, meaning nothing further could be processed that day. XX/XX/year> XXXX XXXX I called XXXX at the attorneys office again. He stated he still had not received the payoff figures. XX/XX/year> XXXX XXXX I called LoanCare. They stated they could not see the payoff figures again and needed to generate new ones again. Their notes showed that figures had existed previously. I called the attorneys office again and was told they still had not received the payoff figures. XX/XX/year> XXXX XXXX I called LoanCare again. They stated they would send the payoff figures to the attorney again right away. XX/XX/year> XXXX XXXX I called the attorneys office and informed XXXX that LoanCare stated they were sending the payoff figures immediately. XX/XX/year> XXXX XXXX I called LoanCare to confirm the payoff letter had been sent. I sat on hold for 48 minutes and was told there was no update. At this point I was speaking only with supervisors at LoanCare. XX/XX/year> XXXX XXXX XXXX from XXXX & XXXX stated he received payoff numbers. He confirmed this by phone and stated the attorney had already left for the day, but that he would draft the payoff letter for the attorney to review and sign the following Monday. XX/XX/year> XXXX XXXX I called the attorneys office for an update. I was no longer transferred to XXXX or XXXX. A different representative stated I would receive final numbers on Tuesday, XX/XX/XXXX, despite me having been told repeatedly over the past two weeks that the payoff would be sent the following business day. Additionally, XXXX from XXXX & XXXX sent a message to my attorney stating that if the XX/XX/XXXX payoff amount was used for payment, they would return the funds and refuse to mark the loan paid in full. XX/XX/year> XXXX XXXX I called the attorney again and was told they had not received final numbers from LoanCare on Friday dispute what XXXX stated and had reached out to the lender again because something was missing from the payoff. I remained on the phone approximately 10 minutes and again received no resolution. XX/XX/year> XXXX XXXX I called LoanCare again and spoke with XXXX, an XXXX Team Lead. She stated she would work with me directly moving forward but could not promise payoff numbers within XXXX hours. She stated that according to their system, the last payoff numbers calculated were for XX/XX/year>, even though I was told they were generated on XX/XX/XXXX, XXXX and XXXX. This made no sense given that I have been calling daily for the past two weeks requesting a new payoff statement after the XX/XX/XXXX closing. These final numbers should all be dated for a XX/XX/XXXX per their attorney, but we have not gotten anything. We agreed to the XX/XX/XXXX date even though we closed on XX/XX/XXXX. XXXX apologized and stated she did not understand why this situation was happening. I informed her that I intended to file a complaint because I have been consistently contacting both LoanCare and their attorney for two weeks without resolution. The call lasted 32 minutes, and she stated she would call me back. As of XXXX XXXX on XX/XX/year>, I had not received a return call. Summary Despite two weeks of repeated requests, numerous calls, escalations to supervisors, and direct communication with both LoanCare and their attorneys, a valid payoff statement following the XX/XX/year> property sale has still not been provided. Because of this delay, the escrow funds from the sale of my home can not be disbursed, and I continue to receive conflicting information from both LoanCare and XXXX & XXXX regarding whether payoff figures exist and whether they have been sent. I am requesting immediate assistance in obtaining the correct payoff statement so that my loan can be paid in full and the escrow funds from the sale of my property can be released.

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