Consumer complaint received 2026-05-18 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: LoanCare, LLC
State: PA

Complaint narrative:
I respectfully submit this supplemental update concerning the above-referenced complaint involving the inability of the involved mortgage entities to account for the disposition and handling of the satisfied XXXX mortgage promissory note. Since submission of the original complaint, additional correspondence has been received from LoanCare , LLC dated XX/XX/XXXX. MATERIAL CHANGE IN LOANCARES POSITION In its earlier written correspondence dated XX/XX/XXXX, LoanCare represented that : it had no record of the XXXX loan ; it did not service the XXXX loan ; no XXXX promissory note or collateral file had ever been transferred to it ; and any obligations concerning the XXXX loan remained with the originating lender or prior servicer. However, in its subsequent XX/XX/XXXX correspondence, LoanCare materially altered its position and stated : upon further review, LoanCare did subservice the loan in XXXX. LoanCare further stated that its prior representations were issued in error and expressed regret for any confusion. CONTINUED FAILURE TO ACCOUNT FOR ORIGINAL NOTE Despite now acknowledging that it subserviced the XXXX loan, LoanCare still has not provided : the original promissory note marked Paid in Full or Canceled ; any chain-of-custody documentation ; any explanation concerning custody or disposition of the original instrument ; any certification whether the note was returned, retained, transferred, or destroyed ; or any records demonstrating compliance with XXXX Pa.C.S. XXXX ( XXXX ). Instead, LoanCare now asserts that because the request was made more than XXXX year after payoff, the correspondence need not be treated as a RESPA Notice of Error or Request for Information. REGULATORY CONCERNS REMAIN UNRESOLVED While LoanCare now acknowledges involvement with the XXXX loan, the involved entities still have not adequately accounted for : possession or disposition of the original satisfied promissory note ; maintenance and transfer of servicing records ; custody history of the instrument ; or compliance with Pennsylvania statutory obligations concerning satisfied mortgage instruments. Additionally, the presently available records reflect that : the refinance/payoff transaction occurred in XX/XX/XXXX ; the Satisfaction of Mortgage was executed XX/XX/XXXX ; and LoanCare states that servicing transfer associated with the refinance became effective XX/XX/XXXX. No entity has adequately explained custody, handling, or disposition of the original satisfied instrument during the intervening period or thereafter. REQUEST FOR CONTINUED REVIEW Accordingly, I respectfully request continued review and supervisory inquiry concerning : XXXX materially inconsistent servicing representations concerning the XXXX loan ; XXXX inability of the involved entities to account for the original satisfied promissory note ; XXXX maintenance and transfer of servicing and collateral records ; XXXX compliance with XXXX Pa.C.S. XXXX and related Pennsylvania mortgage servicing obligations ; and XXXX document retention and cancellation procedures relating to satisfied mortgage instruments.

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