Consumer complaint received 2025-09-22 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: AZ

Complaint narrative:
Mortgage Company LoanCare/XXXX  XXXX  XXXX XXXX XXXX XXXX XXXX XXXX  XXXX, XXXX XXXX XXXX Brief Summary of dispute- LoanCare is not honoring the XXXX XXXX we were initially qualified for in XX/XX/XXXX. 

In XX/XX/XXXX, LoanCare sent us paperwork regarding the XXXX XXXX  due to a hardship stating, " sign and return the XXXX XXXX  paperwork by XX/XX/XXXX and through the VA our mortgage payments will be lowered and our interest rate will also be lowered. Any outstanding balance will be moved to the end of our loan. We completed that transaction and the past several months have been absolute chaos, confusion and clearly LoanCare is now unwilling to honor the XXXX XXXX  that we were accepted into on XX/XX/XXXX. 

During this waiting time we have made phone calls to LoanCare with them advising us, yes we are in the XXXX XXXX  and our account is, " under review. '' We would check the website however we had limited access. 

Oddly, we receive a letter that our account is in forbearance for 1 month in XXXX as our account is under review. XX/XX/XXXX payment due is {$0.00}. 

We find out through our VA advocate that the XXXX XXXX  ended XX/XX/XXXX and he shows no indication we are in that program. 

On XX/XX/XXXX, we called LoanCare at XXXX to be advised, " we did not have a payment due, our account is under review and we should have a letter within a couple of weeks. We again verified we are in the XXXX XXXX. 

On XX/XX/XXXX we called LoanCare at XXXX and were advised that LoanCare is still working on the numbers, but we should get a letter from them in about a week or so. The agent, XXXX advised that she would place a note in our account asking for this to escalated. XXXX did mention, they received a clear title back on XX/XX/XXXX. We then asked, " if she could verify we are into the XXXX XXXX? XXXX stated, " we were accepted in XX/XX/XXXX and verified our signed documentation was uploaded in our account. XXXX verified what our new payment was as well. We then asked if we could make our XXXX payment for XXXX. XXXX took that payment and we have confirmation number XXXX. 

On XX/XX/XXXX we called LoanCare at XXXX spoke to agent XXXX and just called in our XXXX 's XXXX XXXX. The confirmation number for that payment is XXXX, On XX/XX/XXXX we received a XXXX envelope at the door stating, " here is your new Mortgage Modification. '' What?!?! In addition, LoanCare has placed such unrealistic timelines on us to review this modification and get the papers notarized. LoanCare has also advised us in a follow-up letter that we MUST call in and contact them before XX/XX/XXXX and advise our intent to accept this offer. An offer we never asked for and/or knew about actually. 

Today, we contacted LoanCare to ask about the XXXX XXXX and what happened. We were advised, " we didn't qualify due to a down payment assistance program we used when we purchased our home in XXXX. '' Again, What!?!? We contacted our VA advocate and he told us that statement is false. 

I have been assigned a VA Loan Technician Advocate to help us with this matter. He is well versed in this situation and does help break down the real estate lingo. His contact information is above and I will send him an email letting him know we have reached out to your firm for assistance.

LoanCare states, " we have 10 days to return the signed, notarized copies for the Mortgage Modification. '' We received the packet on XX/XX/XXXX. The Mortgage modification jumps our 4 % interest rate to 7.25 % and apparently this is now a 40 year loan. 

Thank you for looking into this matter. We appreciate any assistance.

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