Consumer complaint received 2025-10-26 00:00:00
Product: Mortgage — FHA 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: TX

Complaint narrative:
To whom it may concern : The easiest way to explain the issue is to give background in a timeline. 
XX/XX/XXXX I had voluntarily dismissed my XX/XX/XXXX Bankruptcy Case due to not being able to contact the mortgage company about where to send the XXXX disaster check for Hurricane Beryl damageXXXX Receivedfirst letter ( USPS ) from LoanCare regarding being in default on the mortgage. 
XXXX Filled out a Mortgage Assistance Application ( online ) XXXX LoanCare acknowledged receipt of Borrower Response Package and Loss Mitigation application XXXX LoanCare letter ( USPS ) offering a FHA COVID-19 Owner Occupant Loan Modification and said they will calculate the terms and send a document package with the required paperwork within 15 days XX/XX/XXXX - Called LoanCare and asked if I need to make payments and was told no because my account was going through a Loss Mitigation XX/XX/XXXX dated Packet. Shipped XX/XX/XXXX and delivered XX/XX/XXXX for a Partial Claim to cover payments from XX/XX/XXXX to XX/XX/XXXX in the amount {$13000.00} with the first payment becoming due on XX/XX/XXXX in the amount of {$1000.00}. 
XXXX I called LoanCare and told them that I couldn't have the papers notarized because my name ( current ) is different on my drivers license and since I had applied for the mortgage in XXXX. I was told to send a request through the website. I did and received an email in which to upload evidence -marriage certificate and Driver 's License. 
XXXX Called LoanCare to see if they received the information in order to change my last name and when I could expect a new packet to be mailed. Was told that they did receive the information in which to change my name and the new packet is in the mail XXXX Called LoanCare to see if new documents have been mailed. Was told that t/hey are getting ready to ship. 
XXXX Packet shipped XX/XX/XXXX 2 Day Air ). Received XX/XX/XXXX. Letter stated to return within15 days. 
XXXX Packet notarized and returned ( FEDEX 2 Day Air ). Delivered to LoanCare on XX/XX/XXXX. 
XXXX Letter ( USPS ) dated as such from LoanCare saying the workout option has expired. 
XX/XX/XXXX - Letter ( USPS ) dated as such from LoanCare regarding a missed mortgage paymentXXXX Letter ( USPS ) dated as such from LoanCare regarding mortgage loan being past due and in defaultXXXX - Spoke with XXXX XXXX of XXXX XXXXXX/XX/XXXXXXXX XXXX XX/XX/XXXXXXXX XXXX who was hired by LoanCare as a notary. We made an appointment for the following Monday ( XX/XX/XXXX ) to sign the Partial Claim documents. I told him I had already signed the documents and returned to LoanCare in which he said that LoanCare is having me resign since my signature was not legible enoughXXXX Letter ( USPS ) dated as such from LoanCare stating they would like to speak with meXXXX - Notarized packet with XXXX XXXX of XX/XX/XXXX XXXX Les XXXX texted me to let me know that LoanCare approved the notarized packet through their Quality Control Departmentand generated and FEDEX label in order for XXXX XXXX XXXX return.12/09/2024- Received4th packet dated XX/XX/XXXX and shipped XX/XX/XXXX. I ignored this packet because I had already signed with XXXX XXXX on XXXX of XXXX Followed up with LoanCare to make sure everything was in order because of all the packets and letters and such. It was confusing. The guy on the other end of the line was very rude and told me I need to apply for Loss Mitigation again -- even though I told him that I had already signed the papers twice.XXXX Letter ( USPS ) dated as such stating that they are offering me an FHA XXXX XXXX Standalone XXXX XXXX - ( FED XXXX XXXX XXXX ) Partial Claim Packet ( Dated XX/XX/XXXX ) received with amount to cover XX/XX/XXXX to XX/XX/XXXX of {$16000.00}. And the first payment due on XX/XX/XXXX in the amount ofXX/XX/XXXXXXXX Packet returned to LoanCare VIA FEDEX 2 Day Air, and received by LoanCare on XX/XX/XXXX XXXX I noticed that there are " 2 ' Deeds of Trust for the " 1 ' Partial Claim through the FHA. I called LoanCare and was told to put a request in through the website. I did that. 
XXXX I received an email to contact their Loss Mitigation team at XXXX -- which is their general customer service number. After 20 minutes of trying to be able to speak with someone that can actually help me I was transferred to XXXX ( XX/XX/XXXXXXXX ) in Resolution. I explained what happened and she said she would put a request in and to give it a week. I was told that I will receive a letter either through USPS or in the Documents Center. I have not received anything as of today ineither. 
XXXX with XXXX in Loss Mitigation? Who was rude and ended up disconnecting the phone call. 
I have included the first page of the original Partial Claim packet with the name change and thefirst page of the last Partial Claim packet. The remainder of the packet is thesame as every other Partial Claim. I have also included before each the XXXX records for when they were delivered to me and when I sentthem back to LoanCare. Also included are copies of the Partial Claim Deeds of Trust recordings with the XXXXXX/XX/XXXX, a copy of the FHA case file showing the only claims that The FHA has recorded, and the emails showing that LoanCare was aware of my issue.

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