Consumer complaint received 2025-06-26 00:00:00
Product: Mortgage — VA 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: CA

Complaint narrative:
Company Information : Company Name : LoanCare , LLC Product : VA Home Loan ( Mortgage Servicing ) Account Number : XXXX What Happened Summary of RESPA Violations and Pattern of Non-Compliance LoanCare has engaged in a pattern of violating the Real Estate Settlement Procedures Act ( RESPA ) by refusing to provide legally required records of my communications with their representatives regarding the VA Servicing Purchase ( VASP XXXX program. This ongoing violation threatens my ability to avoid foreclosure on my VA-guaranteed home loan. 
Detailed Timeline of Violations XXXX XXXX XXXX XXXX  I made telephone calls to LoanCare to discuss my eligibility for the VASP program and loss mitigation options. These conversations were critical to understanding my options for avoiding foreclosure. 
XX/XX/year> : I submitted a proper Qualified Written Request ( QWR ) under 12 U.S.C. 2605 ( e ) and 12 CFR 1024.36, requesting : Audio recordings of my conversations with LoanCare on XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX, 2025 If recordings unavailable, written transcripts, call logs, or servicing notes If no records exist, an explanation of LoanCare 's record retention policies XX/XX/year> : LoanCare improperly denied my QWR through a letter from XXXX XXXX, claiming the records were " irrelevant, confidential, proprietary, or privileged. '' This denial violates RESPA, which requires servicers to provide documents in their possession relating to loan servicing. 
XX/XX/year> : I sent a detailed follow-up letter explaining why their denial violated federal law and demanding compliance within 15 business days. I specifically cited : RESPA requirements under 12 CFR 1024.36 ( f ) VA servicing requirements under 38 CFR 36.4333 CFPB mortgage servicing rules under 12 CFR 1024.38 The absurdity of claiming my own conversations are " confidential '' from me XX/XX/year> ( Today ) : LoanCare has completely ignored my XX/XX/XXXX letter. It has been over 20 business days with no response whatsoever. 
Specific Legal Violations RESPA Violations ( 12 U.S.C. 2605 ( e ) ) : Failed to provide requested information relating to loan servicing Improperly withheld documents based on invalid claims of privilege Failed to comply with statutory timelines CFPB Servicing Rules ( 12 CFR 1024.38 ) : Failed to maintain or produce required records of borrower communications Violated record retention requirements VA Regulations ( 38 CFR 36.4333 ) : Failed to maintain accurate records of loss mitigation discussions Violated VA Lenders Handbook requirements for documenting VASP discussions Pattern of Bad Faith : Initial improper denial on legally baseless grounds Complete failure to respond to detailed legal challenge Obstruction of veteran 's rights to loss mitigation information

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