Consumer complaint received 2025-11-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: LoanCare, LLC
State: CA

Complaint narrative:
LoanCares mishandling of XXXX XXXX XXXX inconsistent SCRA determinations Transfer of servicing in the middle of an active dispute Your LOA and XXXX XXXX dates Escrow and tax handling errors Prior modification packet from XXXX  they ignored You sent a full packet on XX/XX/XXXXXXXX  They never completed the review Loan is being transferred to XXXX XXXX on XX/XX/XXXX while SCRA review is unresolved Complaint ID Reference : This complaint relates to new developments following my prior CFPB complaint XXXX, which has since closed. The issues below involve new information, new servicing activity, new documents, and a pending transfer of servicing while an SCRA dispute remains unresolved. 

Summary of the Issue I am a XXXX XXXX XXXX qualifying under the Servicemembers Civil Relief Act ( SCRA ). My mortgage servicer ( LoanCare LLC / XXXX XXXX XXXX  ) mishandled my SCRA rights, misapplied federal law, used inconsistent and incorrect military service dates, and failed to apply the 6 % interest rate cap as required. 

Key details : 1. Incorrect SCRA Determination LoanCare repeatedly used incorrect active-duty dates, even after I provided my Leave of Absence documentation showing my XXXX period beginning XX/XX/XXXX, not the dates they cited. Their denial letters contradicted each other and did not follow XXXX XXXX requirements. 

2. Inconsistent and Changing Justifications The servicer changed its stated reason for denying SCRA protections multiple timesfirst claiming I was on XXXX XXXX before origination, then altering the explanation again in their XX/XX/XXXXXXXX  letter. Each determination contained factual errors. 

3. Failure to Apply Retroactive SCRA Protections I formally requested that the 6 % interest cap be applied retroactively, consistent with federal law. LoanCare refused to apply the protection to the correct period and has not refunded overcharged interest.

XXXX. Completed Mortgage Modification Packet Ignored LoanCare acknowledged my complete mortgage modification package on XX/XX/XXXX, but never processed it. This packet is included in my supporting documentation. 

5. Escrow and Tax Errors The servicer failed to properly pay supplemental tax bills, resulting in penalties and interest that I had to pay out-of-pocket. I provided proof of the supplemental assessments and payments.

XXXX. Full Dispute Packet Submitted XX/XX/XXXXXXXX  On XX/XX/XXXX, I mailed and emailed a complete response packet addressing every issue in their XX/XX/XXXX letter. LoanCare acknowledged receipt. They did not complete any review. 

7. Servicing Transfer Announced During Active XXXX Review On XX/XX/XXXX, I received a Notice of Servicing Transfer stating that my loan will be transferred to XXXX XXXX  on XX/XX/XXXX. 
This transfer is occurring in the middle of an XXXX  SCRA dispute, which raises significant servicing compliance concerns. 

XXXX. New Servicer Must Resume the SCRA Review I have already notified XXXX XXXX of the ongoing SCRA dispute. LoanCare/XXXX  can not close or restart the review simply because they are transferring the loan. 

Additional Notes This complaint involves new issues, new documents, and new adverse servicing actions not included in the previous complaint. The XX/XX/XXXX letter, the XX/XX/XXXX response packet, the XX/XX/XXXX acknowledgment, and the XX/XX/XXXX servicing transfer all occurred after the prior complaint cycle. 

Attached are : My full XX/XX/XXXX dispute packet The XX/XX/XXXX LoanCare/XXXX  letter Notice of Servicing Transfer ( XX/XX/XXXX ) Acknowledgment Letter ( XX/XX/XXXX ) Escrow/tax documentation SCRA denial letters Leave of Absence documentation Mortgage modification acknowledgment ( XX/XX/XXXX ) Thank you for your time and 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